Legal Documentation
Please read these documents carefully. They govern your use of Compyute services.
Service Level Agreement (SLA)
Last updated: January 2025
1. Service Commitment
Compyute is committed to providing a reliable, high-performance cloud infrastructure. We guarantee a 99.99% monthly network and power uptime for all our Virtual Private Servers (VPS), Virtual Dedicated Servers (VDS), and Bare Metal Services.
2. Downtime Definition
"Downtime" refers to a period during which your server is completely unreachable from the public internet due to a failure in Compyute's network infrastructure, power systems, or physical host hardware. Downtime does not include instances where the server is reachable but the operating system or specific services (e.g., web server, database) have failed due to user misconfiguration or software bugs.
3. SLA Exclusions
The SLA does not apply to any performance or availability issues:
- Resulting from scheduled maintenance, provided we have notified you at least 48 hours in advance.
- Caused by factors outside of our reasonable control (force majeure events), including internet access or related problems beyond the demarcation point of Compyute.
- Resulting from any actions or inactions of you or any third party.
- Resulting from your equipment, software, or other technology.
- Arising from our suspension or termination of your right to use the Services in accordance with our Terms of Service.
4. Service Credits
If we fail to meet our SLA guarantee in a given billing month, you are eligible to receive a service credit towards your next invoice, calculated as a percentage of the monthly fee for the affected service:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| 99.9% to 99.99% | 5% of Monthly Fee |
| 99.0% to 99.89% | 10% of Monthly Fee |
| 98.0% to 98.99% | 25% of Monthly Fee |
| Less than 98.0% | 100% of Monthly Fee |
5. Claim Process
To request a service credit, you must file a support ticket within thirty (30) days from the time you become eligible to receive a credit. Your request must include the dates and times of the downtime and the specific services affected. We will evaluate the claim and, if verified, apply the credit to your next billing cycle.
6. Sole Remedy
Your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Services is the receipt of a service credit (if eligible) in accordance with the terms of this SLA.