Service Level Agreement (SLA)

1. 99.9% Uptime Commitment

SolaraHost guarantees a minimum of 99.9% availability for our core hypervisor hardware nodes and network transit paths during each calendar month. We proactively monitor node vital signs, memory ECC counters, and upstream BGP peering every 60 seconds.

2. Service Credits Schedule

If we fail to meet our 99.9% availability commitment in any given month, affected customers are entitled to service credits applied directly to their next billing cycle according to the following schedule:

Monthly Availability	Service Credit Percentage
99.0% – 99.89%	10% Monthly Credit
95.0% – 98.99%	25% Monthly Credit
< 95.0%	50% Monthly Credit

3. Exclusions from SLA Calculations

Downtime calculations exclude disruptions resulting from:

Scheduled maintenance announced at least 48 hours in advance via our Discord and status page.
Customer misconfigurations (operating system kernel panics, software bugs, corrupt plugins).
Account suspensions due to non-payment or Acceptable Use Policy violations.
Upstream carrier fiber cuts beyond our multi-homed BGP boundaries.

4. Submitting SLA Claims

To claim an SLA credit, submit a billing ticket within 7 business days following the incident, including affected instance IDs and disruption timestamps.