Service Level Agreement
Last updated: March 1, 2026
Uptime SLA
99.9%
Monthly guarantee
Max Downtime
43 min
Per month allowed
Critical Response
< 1 hr
P1 incidents
Credit Cap
50%
Monthly service fee
1. Uptime Commitment
SHC guarantees 99.9% monthly uptime for all VPS and colocation services, measured from network availability at our edge data center ingress points. This equates to a maximum of 43 minutes of unplanned downtime per month.
2. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (announced 72 hours in advance)
- Force majeure events (natural disasters, utility outages beyond our control)
- Customer-caused issues (misconfiguration, resource exhaustion)
- DDoS attacks lasting less than 15 minutes
3. SLA Credits
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 98.99% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle. Maximum credit per month is 50% of the monthly service fee. Credits must be requested within 30 days of the incident.
4. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| P1 — Critical | Service fully down | < 1 hour |
| P2 — High | Major feature impaired | < 4 hours |
| P3 — Normal | Minor issue or question | < 24 hours |
| P4 — Low | Feature request or general inquiry | < 72 hours |
5. Monitoring
Infrastructure uptime is monitored continuously. Current status is available at our status page.
6. Credit Requests
To request an SLA credit, email support@sovereignhybridcompute.com with the affected service, date/time of the outage, and your account details.