Service Level Agreement

The commitment

We commit to 99.9% monthly availability for each virtual private server, measured over a calendar month.

99.9% allows for roughly 43 minutes of unavailability per month. We state that in minutes rather than only in percentage terms, because a percentage is easy to agree to without picturing what it means.

What counts as unavailable

Your server is unavailable when it does not respond on the network as a result of a fault in our infrastructure — the host, the hypervisor, the network, or the power and cooling behind them.

• Not counted: faults in software you installed, in your operating system configuration, or in your own firewall rules.
• Not counted: unavailability caused by you exceeding your resource allocation, or by a suspension under the Acceptable Use Policy.
• Not counted: scheduled maintenance announced at least 72 hours in advance, capped at 4 hours per calendar month.
• Not counted: emergency maintenance required to address a security vulnerability, which we will announce as far ahead as the circumstances allow.
• Not counted: events genuinely outside our control, including upstream carrier failures and denial-of-service attacks not directed at our own infrastructure.

Service credits

If we miss the commitment in a calendar month, you are entitled to a credit against the following month's invoice. The amounts are fixed here in advance so that they are not something to negotiate after an outage.

• Availability of 99.0% to below 99.9%: 10% of that server's monthly fee.
• Availability of 95.0% to below 99.0%: 25% of that server's monthly fee.
• Availability below 95.0%: 50% of that server's monthly fee.
• Availability below 90.0%: 100% of that server's monthly fee.

How to claim

Email support@fdosoftware.com within 30 days of the end of the affected month, with the server identifier and the approximate times you observed the outage. You do not need to prove the outage — we hold the monitoring data and will check it.

Credits are applied to your account. They are not paid in cash, and they are the exclusive remedy for unavailability.

Support response

We aim to acknowledge a support request within one business hour during our published hours (Monday to Friday, 09:00–18:00 UTC), and to acknowledge a report that a server is completely unreachable within one hour at any time.

Acknowledgement is not resolution. We do not publish a resolution time, because a target we could only meet by guessing at causes would be worth less to you than an honest one.