Service Level Agreement
99.99% Network Uptime SLA
If we miss our uptime target, you get money back on your invoice, automatically. The full schedule and the fine print are below.
Credit Schedule
If monthly network uptime falls below the guaranteed threshold, you receive a credit on your next invoice based on the following schedule:
| Monthly Uptime | Downtime Allowed | Credit |
|---|---|---|
| 99.99% – 100% | ≤ 4.3 minutes | No credit (SLA met) |
| 99.9% – 99.99% | ≤ 43.8 minutes | No credit (SLA met) |
| 99.0% – 99.9% | ≤ 7.3 hours | 15% of monthly fee |
| 97.0% – 99.0% | ≤ 21.9 hours | 30% of monthly fee |
| 95.0% – 97.0% | ≤ 36.5 hours | 50% of monthly fee |
| Below 95.0% | > 36.5 hours | 100% of monthly fee |
What's Covered
- Network uptime — availability of our network infrastructure, measured at the data center edge. This covers routing, switching, and upstream connectivity.
- Power uptime — availability of power to your server, including redundant feeds and UPS systems.
What's Not Covered
- Scheduled maintenance (announced at least 48 hours in advance)
- Issues caused by customer actions (misconfiguration, DDoS originating from the customer's server, etc.)
- Force majeure events beyond our reasonable control
- Individual server hardware failures (covered separately by our hardware replacement guarantee)
How Credits Work
- Credits are applied automatically to the next billing cycle
- Credits are calculated as a percentage of the monthly recurring fee for the affected service
- Credits are cash refunds — not locked-in service credits
- Maximum credit per incident is 100% of the monthly fee for the affected service
How We Measure Uptime
Uptime is measured as the percentage of time in a calendar month that our network is available, excluding scheduled maintenance windows. We use internal monitoring and third-party monitoring services to track availability.
Total minutes in a month: 43,200 (30 days) or 44,640 (31 days). The uptime percentage is calculated as:
(Total minutes − Downtime minutes) ÷ Total minutes × 100
Claiming a Credit
In most cases, credits are applied automatically when our monitoring detects downtime. If you believe you experienced downtime that wasn't credited, contact support@servarica.com within 30 days of the incident with:
- Your account or service identifier
- The date and time of the outage
- A brief description of the impact
Our Track Record
We've been operating our own infrastructure in Montreal since 2010. The multi-homed network and redundant routers, switches, and power are why we can afford to attach cash refunds to a 99.99% target.
Test our network yourself, or learn more about our infrastructure.