We are committed to delivering top-quality service and support to all our customers. To ensure reliability and transparency, we provide the following service level guarantees:
Network Uptime
We guarantee 99.9% network uptime each month. This covers our internal network and connectivity up to the border routers. Issues beyond our network are not included in this SLA; however, we will proactively coordinate with upstream providers to resolve any problems affecting our customers.
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If total outages exceed 0.1% of monthly uptime, the customer will receive a one-day service credit.
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Outages extending beyond a single day (though highly unlikely) will be reviewed and credited on a case-by-case basis.
Hardware Replacement
We use only high-quality hardware to minimize the risk of failures. In the rare event of a hardware issue, we guarantee replacement within 4 hours of a technician confirming the fault.
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Please note: misuse of features such as remote reboot ports may impact or void this hardware replacement SLA.