Service Level Agreement

Last Updated: March 29, 2025

This Service Level Agreement ("SLA") is part of the Terms of Service between ServersNow ("we," "us," or "our") and you, the customer ("you" or "your"). This SLA describes the levels of service you should expect from us and defines the circumstances under which we will provide service credits for failure to meet these levels.

1. Service Commitment

ServersNow is committed to providing a service with a Monthly Uptime Percentage of at least 99% during any monthly billing cycle (the "Service Commitment"). In the event that we do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

2. Definitions

• Monthly Uptime Percentage — Calculated by subtracting from 100% the percentage of minutes during the monthly billing cycle in which the service was unavailable.
• Unavailable — When all connection requests to the service fail during a one-minute period.
• Service Credit — A credit applied to your account, calculated as a percentage of the total charges paid for the affected service for the billing cycle in which the unavailability occurred.

3. Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for the affected service for the monthly billing cycle in which the unavailability occurred, in accordance with the following schedule:

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.0% but equal to or greater than 98.0%	5%
Less than 98.0% but equal to or greater than 95.0%	10%
Less than 95.0%	20%

We will apply any Service Credits only against future payments otherwise due from you for the affected service. Service Credits will not entitle you to any refund or other payment from ServersNow. Service Credits may not be transferred or applied to any other account. Service Credits are not refunds and will only be applied as credit towards future services with ServersNow. Service Credits are your sole and exclusive remedy for any failure by ServersNow to meet the Service Commitment.

4. Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by sending an email to [email protected]. To be eligible, the credit request must:

• Include "SLA Credit Request" in the subject line
• Include your account ID and the dates and times of each unavailability incident that you are claiming
• Be received by us within 30 days after the billing cycle in which the unavailability occurred

If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us.

5. SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of the service, or any other performance issues that:

• Result from a suspension or remedial action, as described in the Terms of Service
• Are caused by factors outside of our reasonable control, including any force majeure event, Internet access issues, or related problems beyond the demarcation point of our network
• Result from any actions or inactions by you or any third party
• Result from your equipment, software, or other technology
• Result from scheduled maintenance, for which we will provide at least 48 hours advance notice
• Result from any usage that exceeds the service limitations described in the service documentation
• Result from upstream network issues, including but not limited to outages, congestion, routing problems, or failures at our transit providers, peering partners, data center operators, or other third-party network service providers
• Result from DDoS attacks, hacking attempts, or other malicious activities directed at our network, infrastructure, or services, regardless of whether such attacks could have been mitigated
• Result from issues with third-party services that your services depend on, including but not limited to DNS providers, CDN services, cloud storage providers, or software repositories
• Occur during a beta or trial period, or otherwise involve services that are not generally available

5.1 Network Issues Policy

While ServersNow strives to maintain high-quality network connectivity, we cannot guarantee network performance beyond our direct control. Specifically:

• We are not responsible for performance degradation or outages caused by our upstream providers
• No service credits will be issued for network issues originating outside our network
• Network latency, packet loss, or routing issues beyond our network edge are explicitly excluded from our SLA
• DDoS mitigation is provided on a best-effort basis and is not guaranteed to prevent all attacks or service disruptions

6. Support Response Times

ServersNow is committed to providing timely responses to support inquiries. Our target response times are as follows:

Priority Level	Description	Target Response Time
Critical	Service is down or unavailable	1 hour
High	Service is severely degraded or major components are unavailable	4 hours
Medium	Non-critical feature or functionality is unavailable or degraded	8 hours
Low	General questions, feature requests, or minor issues	24 hours

Response times are measured from the time we receive your support request. These are target response times and are not guaranteed. Response time refers to the time it takes for a support representative to acknowledge your issue and begin working on it, not the time to resolution.

7. Network Performance

ServersNow is committed to maintaining high-quality network performance. Our network is designed to provide:

• Low latency connections between our data centers
• Multiple redundant upstream providers
• Automatic DDoS mitigation
• Regular capacity planning to ensure sufficient bandwidth

8. Data Backup and Recovery

While we perform regular system backups for disaster recovery purposes, these backups are not intended for customer data recovery. We strongly recommend that you maintain your own backups of your data. If you require assistance with data recovery from our system backups, we will make reasonable efforts to assist you, but we cannot guarantee the availability or integrity of your data.

9. Maintenance Windows

To ensure optimal performance and security of our infrastructure, we conduct regular maintenance. Scheduled maintenance will be performed during the following windows:

• Regular Maintenance: Tuesdays, 1:00 AM to 5:00 AM UTC
• Emergency Maintenance: As needed, with as much advance notice as possible

We will make every effort to minimize service disruption during maintenance windows. Whenever possible, we will provide at least 48 hours advance notice for scheduled maintenance.

10. Changes to SLA

We reserve the right to modify this SLA at any time. If we make material changes to this SLA, we will notify you by email or by posting a notice on our website prior to the changes taking effect.