Service Level Agreement
Our uptime commitment and what happens if we miss it.
1. Uptime guarantee
We guarantee 99.9% monthly network uptime for all VPS and web hosting Services. "Downtime" means your Service is unreachable from the public internet due to a failure of our hardware or network, as confirmed by our monitoring.
2. Service credits
| Monthly uptime | Credit (% of monthly fee for affected service) |
|---|---|
| 99.0% – 99.9% | 5% |
| 95.0% – 99.0% | 10% |
| 90.0% – 95.0% | 25% |
| Below 90.0% | 50% |
Credits are applied to your account balance for future invoices, are not exchangeable for cash, and cannot exceed 50% of the monthly fee for the affected Service.
3. Exclusions
- Scheduled maintenance announced at least 24 hours in advance.
- Problems caused by your own software, configuration, or actions (including reboots, firewall rules and OS issues on VPS).
- Suspensions for non-payment or AUP violations.
- DDoS attacks exceeding our mitigation capacity, or upstream provider failures outside our control.
- Force majeure events.
4. Claiming credits
Open a billing ticket within 7 days of the end of the affected month, including the Service ID and the dates/times of the downtime. We will verify against our monitoring records and apply eligible credits within 5 working days.
Contact
For any questions about this policy, contact us at support@starlinkvps.shop or open a ticket from the client area.