Dedizone / Legal
Service Level Agreement.
Effective July 21, 2026 · Applies to every server, every term
01Network — 99.99 % monthly
The network is considered up when your server's uplink port passes traffic to our edge and the edge reaches its transit and peering. We measure continuously from three independent on-net probes. If monthly availability drops below 99.99 % (≈ 4.3 minutes), you're owed credits:
| Monthly network availability | Service credit |
|---|---|
| < 99.99 % — ≥ 99.9 % | 10 % of the monthly fee |
| < 99.9 % — ≥ 99.0 % | 25 % of the monthly fee |
| < 99.0 % | 100 % of the monthly fee |
02Hardware — 4-hour replacement, 24/7
A failed component (disk, DIMM, PSU, NIC, board) is replaced within 4 hours of fault confirmation, day and night, weekends included — spares for every fleet component are stocked on-site in each location. If we miss the window, each started hour beyond it credits 5 % of the monthly fee (capped at 100 %). Time you spend rebuilding software isn't counted against us; the clock covers the physical swap and power-on.
03Provisioning
Provisioning is fully automated: your server is online within 5 minutes of on-chain payment confirmation — typically under 60 seconds — or your first month is half price. Should we somehow fail to deliver within 24 hours, you may take a full refund instead.
04What the SLA doesn't cover
- Scheduled maintenance, announced ≥ 72 h ahead, ≤ 4 h/month, done in low-traffic windows.
- Outages caused by your configuration, your software, or actions taken under the AUP (null-routes during an outbound attack, suspension for non-payment).
- Inbound DDoS while mitigation is actively scrubbing — attack traffic being filtered is the SLA working, not failing. If mitigation itself fails and knocks you offline, that downtime counts.
- Force majeure at the facility level (grid + generator + UPS all failing, natural disaster).
05Claiming
Open an SLA credit claim from your client area with your order ID within 30 days of the incident. We check against our monitoring — not yours, but ours is the generous reading: if either shows the breach, it counts. Credits apply to your next renewal; on a chronic breach (three consecutive months below target) you may instead take a pro-rata refund and walk away.
06The spirit clause
This SLA is written to be claimable, not to be litigated around. If an outage was plainly our fault and the table above reads ambiguous, we round in your favour.