Service Level Agreement
The uptime target, exclusions, and credit process for qualifying QByte Host services.
Coverage
This SLA applies to paid cloud VPS, dedicated metal, and game server services on our Amsterdam and Frankfurt network. It does not apply to free tiers, domains, web hosting, customer-managed software, or services marked as beta. The target is 99.9% monthly availability of the network and host platform.
How uptime is measured
Availability is measured from our monitoring of the host node and network path. Scheduled maintenance announced at least 48 hours in advance is excluded. A service is unavailable when it cannot receive traffic for more than five consecutive minutes due to a fault on our side. Customer-caused outages are not counted.
Exclusions
The SLA does not cover outages caused by your applications, configuration, or content; denial-of-service traffic beyond the mitigated capacity shown on your plan; third-party networks; force majeure; or suspension for non-payment or abuse. It also does not cover loss of data that you did not back up.
Service credits
If monthly availability falls below the target, you may request a credit: 10% of the monthly fee for availability at or above 99.0%, 25% at or above 98.0%, and 50% below 98.0%. Credits are applied to a future invoice and are not paid in cash. The maximum credit for a single month is 50% of the service fee.
Claim process
Open a billing ticket within 14 days of the affected month with the service ID, timestamps, and any evidence of the outage. We will compare the claim with our monitoring and respond within ten business days. Credits are issued at our reasonable discretion after verification.
Maintenance
We aim to perform planned maintenance during low-traffic windows and will post notices in the client area and on the status page. Emergency maintenance may occur without advance notice when necessary to protect the network or prevent a security incident.