Service Level Agreement (SLA)
Uptime Guarantee
Nasulex guarantees a 99.9% uptime for all VPS services. This means that your service will be available for at least 99.9% of the time in any given month.
Monthly Uptime Calculation
Monthly Uptime = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100%
Service Credits
In the event that we fail to meet our uptime guarantee, you will be eligible for service credits as follows:
Note: All SLA credit claims must be submitted within 30 days of the incident. Claims submitted after this period will not be eligible for credits.
Credit Schedule
- 99% - 99.9% uptime: 5% credit
- 98% - 99% uptime: 10% credit
- 95% - 98% uptime: 25% credit
- Below 95% uptime: 50% credit
Exclusions
The following events are excluded from our uptime calculation:
- Scheduled maintenance windows (with 48-hour notice)
- Force majeure events
- Customer-initiated maintenance or configuration changes
- Issues caused by customer applications or configurations
- Network issues outside of our control
Support Response Times
Response Time Guarantee
We guarantee a maximum response time of 48 hours for all support inquiries. Our team will work to resolve your issues as quickly as possible.