Availability, with a definition
Proposed availability, credits, fulfilment and support targets for launch review; no live operational guarantee is active.
Content revised · English
- Availability target
- Per plan: 99.9% / 99.99%
- Credit ceiling
- 100% of affected monthly fee
- Claim window
- 30 days
- Measurement
- 3 probes / 5-minute intervals
A prepared design, not live monitoring.
A commitment scoped to the plan
Proposed launch terms for review. The checkout has configured fixed receiving addresses and expiring quotes, but no connected transaction monitor or infrastructure provisioning. These drafts create no active service, SLA or programme entitlement and require validation by the eventual operator before a commercial launch. The proposed availability target follows the selected plan's own catalogue field: 99.9% for the standard entries and 99.99% only where specifically listed. Over a 30-day period, those targets correspond to about 43 minutes 12 seconds and 4 minutes 19 seconds of downtime.
A repeatable measurement
The proposed model uses three regional probes at five-minute intervals. An outage is recorded when at least two probes report the covered endpoint unavailable, with partial outage minutes rounded upward. Probe endpoints and the covered service boundary must be validated before this becomes an SLA.
The proposed monthly credit bands
Credit would be based on the affected service's monthly price and capped at 100% of that amount. It would be applied to the next invoice or returned if the service is terminated.
- Below the plan target, at least 99.0% availability: 10%.
- At least 95.0%, below 99.0%: 25%.
- At least 90.0%, below 95.0%: 50%.
- Below 90.0%: 100%.
What the draft would exclude
The proposed exclusions are maintenance announced at least 48 hours ahead, force majeure, customer configuration or usage, networks outside the covered service and acceptable-use suspensions. Final wording must define those boundaries accurately.
A trackable claim
The proposed request window is 30 days after the incident, through a ticket identifying the affected service and time. Acknowledgement would be targeted within 48 hours, with ordinary resolution within seven business days.
Fulfilment targets by product
The proposed target for VPS, Windows desktops, shared and cPanel orders is five minutes after confirmed payment. In-stock GPU or dedicated hardware is targeted within 24 hours; custom hardware within 1–3 business days. Exceeding a specified target by more than 25% would trigger a proposed one-month credit.
Support targets that can be assessed
These are proposed response and update targets, not a current staffed support service.
- Critical: initial response within 30 minutes; updates hourly.
- High: response within 2 hours; updates every 4 hours; best-effort resolution within 1 business day.
- Normal: response within 24 hours; resolution target 3 business days.
- Low: response within 48 hours; resolution target 5 business days.
| Observed availability | Affected monthly service fee credit |
|---|---|
| Below promised threshold, at least 99.0% | 10% |
| At least 95%, below 99% | 25% |
| At least 90%, below 95% | 50% |
| Below 90% | 100% |
Questions, answered.
Does the largest uptime target apply to every plan?
No. The exact catalogue plan controls its proposed target. Some products specify 99.9%, while others specify 99.99%.
How much downtime does the percentage represent?
For a 30-day period, 99.9% corresponds to 43 minutes 12 seconds and 99.99% to about 4 minutes 19 seconds. Exclusions and the agreed measurement still matter.
Is this a production monitoring page?
No. It explains a proposed service contract. There are no connected probes or live service credits in this account application.