Service Level Agreement

1. Uptime Guarantee

Servera guarantees 99.9% network and infrastructure uptime for all VPS services, measured on a calendar month basis. This covers the availability of the physical server hardware, network connectivity, and power supply.

2. Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance (announced at least 48 hours in advance)
• Issues caused by customer actions or configurations
• Force majeure events
• DNS issues outside of our network
• DDoS attacks targeting your server (may result in null-routing)

3. Service Credits

If uptime falls below the guaranteed level, you are eligible for service credits:

4. Claiming Credits

To claim a service credit, submit a support ticket within 30 days of the downtime incident. Include the date, time, and duration of the outage. Credits are applied to your next invoice and cannot be redeemed for cash.