Service Level Agreement

Scope

This SLA covers power and network availability for active rented servers after provisioning. Scheduled maintenance announced at least 48 hours ahead, customer actions, software inside the server and upstream events outside reasonable control are excluded.

Monthly objective

The service objective is 99.9% monthly availability for facility power and the Tungsto network edge. Availability is measured from Tungsto monitoring and corroborated customer evidence.

Credits

Eligible downtime above the objective may receive a pro-rata service credit, capped at the affected server's charge for that billing period. A request must be made within seven days of the incident and include the server identifier and timestamps.

Hardware replacement

Confirmed failed components are targeted for replacement or migration within four hours when spares are available. Data restoration remains the customer's responsibility unless a managed backup product was ordered.

Sole remedy

Service credits are the contractual remedy for SLA misses unless mandatory law provides otherwise. Credits are ledger adjustments and have no independent cash value.

Policy contact

Questions can be submitted through the contact page; account-specific requests require separate ownership verification. This document is written for operational clarity and does not waive rights that cannot lawfully be waived.