Service level agreement
Last updated: October 04, 2016
100% Uptime guarantee
99Stack offers a 100% uptime guarantee via this Service Level Agreement based on our providers node availability. Collectively, these guarantees may be referred to as the "SLA." This SLA is provided as a supplement to the terms of service you agreed to in becoming one of our customers, which is hereby incorporated by reference as an indispensable part of this SLA.
This uptime guarantee is applicable on a "per service item" basis and is not applied to your entire account. For example, if You have 50 servers with us, and one of those servers experiences downtime, any credit due to you under this uptime guarantee would be proportional to that one server's downtime and not your entire account with us. This uptime guarantee does not apply to the accessibility of our web property, DNS servers, API, or control panel.
The uptime guarantee only applies to network and instance availability during normal operation. The uptime guarantee does not apply to server side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non network or non "host node" outage, for any reason and whether or not such outage is caused by our providers due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does not apply when a scheduled maintenance occurs.
None of the guarantees in this SLA may be combined. For example, a hardware outage at our provider that also disrupts network activity will not qualify you for two separate refunds. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining whether or not a refund will be issued.
In accordance with the procedure outlined below, you must initiate a support ticket and request a refund to be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential refund. However, 99Stack must still determine, whether or not an eligible outage has occurred. If we determine that an eligible outage has occurred, then the ticket you generated will be used to generate a refund based on any downtime based on the values found in below table.
|Outage time frame||Credit amount|
|Less than 9 minutes||12 Hours|
|10 to 59 minutes||24 Hours|
|60 to 119 minutes||48 Hours|
|120 to 239 minutes||120 Hours|
|240 to 419 minutes||240 Hours|
|More than 420 minutes||672 Hours (1 Month)|
If you have any questions about this service level agreement, please contact us..
The short version
- We offer a 100% uptime guarantee via our providers that applies to individual services
- This uptime guarantee applies to network and instance availability only, and not software uptime
- In the event of an outage you may be eligible for a refund in 99Stack coins for the lost uptime
- You can obtain this credit by opening a support ticket and request within 3 days from the time the outage occurred