Legal
Service level agreement
Applies to all services unless your contract says otherwise
This is a starting template. Have a lawyer review it before you publish.
Network availability
We commit to 99.99% availability of the network at the port of your service, measured monthly, excluding announced maintenance.
Power availability
We commit to 100% availability of power to colocation and dedicated hardware, excluding announced maintenance.
Hardware replacement
We replace a failed component in a dedicated server within fifteen minutes of diagnosis, at any hour, subject to your approval of the swap window.
Support response
P1 within fifteen minutes, P2 within thirty minutes, P3 within two business hours. These targets are measured from the ticket or call, not from the acknowledgement.
Credits
Downtime beyond the commitment is credited: 5% of the monthly fee for each full hour, up to 100% of one month. Credits apply to future invoices.
Claiming
Open a ticket within thirty days of the incident with the times affected. We check it against our monitoring and apply the credit on the next invoice.
Exclusions
Maintenance announced at least seven days ahead, faults in your own software or hardware, denial of service traffic that exceeds the mitigation capacity in your plan, and events outside our reasonable control.
Maintenance windows
Planned work runs between 01:00 and 05:00 Israel time. Emergency work may run at any hour, announced as early as we can.