Service Level Agreement

Last Updated: January 1, 2025

1. Uptime Guarantees

ServiceNetworkServer
Dedicated Servers99.99%99.9%
Cloud VPS99.99%99.95%
GPU Servers99.99%99.9%

2. Service Credits

UptimeCredit
99.0% - 99.99%10%
95.0% - 98.99%25%
90.0% - 94.99%50%
Below 90%100%

3. Support Response Times

PriorityResponse
Critical15 minutes
High1 hour
Medium4 hours
Low24 hours

4. Exclusions

  • Scheduled maintenance (72h advance notice)
  • Customer-caused issues
  • DDoS attacks during mitigation
  • Force majeure events
  • Suspended services

5. Contact

Email: support@369-intonet.com