// SLA · v1 · LAST UPDATED 2026-05-12 · BETA POSTURE
Service Level Agreement
Last updated: 2026-05-12
Open Beta Period — current posture
Sovereign Hybrid Compute is in Open Beta from May 10, 2026 through the General Availability ("GA") transition date posted below. During Open Beta, SHC operates on a best-effort basis with a target of 99.9% monthly uptime. SHC may issue goodwill credits at our discretion for Open Beta service disruptions, but contractual SLA credits are not owed during Open Beta. The full SLA below applies starting at GA.
0. Open Beta — Current Posture
Open Beta period: May 10, 2026 through the GA transition date.
GA transition date: To be posted on this page no less than 30 days in advance of GA.
Uptime target during Open Beta: 99.9% monthly uptime, best-effort. We measure and publicly report uptime; we don't cap or back the number with contractual credits during Open Beta.
Goodwill credits. If service disruption affects you during Open Beta, email support@sovereignhybridcompute.net with the affected service, date/time, and impact. We may issue goodwill credits at our discretion. After GA, the credit schedule below in §3 applies on a contractual basis.
Support during Open Beta. Best-effort response targets:
- 4 hours business hours (Monday–Friday, US Central)
- 24 hours weekends
- Status page subscriptions: status.sovereignhybridcompute.net
Why Open Beta operates on best-effort. SHC is at the launch inflection point. Customer expectations are honest first; contractual commitments follow at GA. The terms below in §1–§6 are what we are committing to deliver at the GA transition date.
Effective at GA transition (sections below)
Uptime SLA
99.9%
Monthly guarantee at GA
Max Downtime
43 min
Per month allowed at GA
Critical Response
< 1 hr
P1 incidents at GA
Credit Cap
50%
Monthly service fee at GA
1. Uptime Commitment (effective at GA)
Beginning at the GA transition date, 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
Note: SHC's compliance with overbroad legal process is not force majeure. See Terms of Service §17.
3. SLA Credits (effective at GA)
| 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.
Per Terms of Service §9.3, SLA credits are your exclusive remedy for ordinary service disruptions at GA. This does not limit remedies for breach of the §6 binding commitments under ToS §15.
4. Support Response Times (effective at GA)
| 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 |
Response times above are first-acknowledgment targets, not resolution targets. Resolution targets vary by incident scope; see the Security Overview for the operational incident-response process and resolution targets per priority.
5. Monitoring
Infrastructure uptime is monitored continuously. Current status is available at status.sovereignhybridcompute.net.
6. Credit Requests (effective at GA)
To request an SLA credit, email support@sovereignhybridcompute.net with the affected service, date/time of the outage, and your account details.
During Open Beta, goodwill-credit requests follow the same email procedure; goodwill credits are issued at SHC's discretion and are not contractually owed.
7. Custom SLAs Under an Executed MSA
Customers under an executed Master Services Agreement may negotiate Custom SLA terms (enhanced response times, dedicated support tier, custom uptime targets, custom credit schedules). Contact support@sovereignhybridcompute.net to discuss.