Service Level Agreement
Last updated 16 August 2026.
We commit to 99.9% network availability per calendar month. That allows about 43 minutes of downtime a month. We have deliberately not written 99.99% here, because we lease capacity rather than run our own facility, and a number we cannot control is not a promise — it is marketing.
What counts as downtime
Your server being unreachable from the public internet because of a failure on our side or our upstream's: network, host hardware, hypervisor, or power.
What does not count
- Announced maintenance, given at least 72 hours' notice.
- Emergency maintenance for a security issue that cannot wait — announced as soon as we can.
- Anything caused by your own software, configuration, firewall or resource exhaustion.
- Suspension under the Acceptable Use Policy or for non-payment.
- Attacks against your server that require us to null-route it to protect other customers.
- Failures of things outside our network — your ISP, your registrar's DNS, a transit provider's problem beyond our upstream.
Credits
| Availability that month | Credit |
|---|---|
| 99.9% or better | None — we met the commitment |
| 99.0% to 99.9% | 10% of that month's fee |
| 95.0% to 99.0% | 25% of that month's fee |
| 90.0% to 95.0% | 50% of that month's fee |
| Below 90.0% | 100% of that month's fee |
Claiming one
Open a ticket within 30 days of the incident with the dates and times in UTC. We check it against our own monitoring and apply the credit to your account, where it comes off your next invoice automatically.
Credits are the remedy this SLA provides, and they are capped at 100% of one month's fee for that service. They are applied as account credit rather than paid out in bitcoin — a refund in BTC has exchange-rate consequences that a service credit does not.
How we handle incidents
- The status page is updated as we learn things, not after we have fixed them.
- Anything over an hour gets a written explanation to affected customers.
- Anything caused by us gets a post-mortem saying what we did wrong and what changed as a result.
One thing this SLA does not cover
Your data. Availability credits do not compensate for data loss, and no amount of node redundancy is a backup. Take your own, off the machine. If you want a manual snapshot before something risky, ask and we will take one.