Service Level Agreement

1. Network Uptime Guarantee

ServerMili guarantees 99.99% monthly network uptime for all services delivered over our core network infrastructure. This equates to no more than 4 minutes and 22 seconds of unplanned network downtime per calendar month.

1.1 Definition

Network uptime is defined as the availability of IP connectivity between the customer's server or service and the ServerMili network border routers, measured at the network edge. Downtime begins when ServerMili confirms a network-level outage via its internal monitoring systems and ends when connectivity is restored.

1.2 Monitoring

Network availability is continuously monitored from multiple geographically distributed monitoring points. Monitoring data is retained for a minimum of 12 months and may be referenced during service credit claim reviews.

1.3 Scope

This guarantee covers the ServerMili core network infrastructure including backbone routers, aggregation switches, and peering interconnects. It does not cover the customer's own server hardware, operating system, applications, or any issues originating outside of the ServerMili network boundary.

2. Power Uptime Guarantee

ServerMili guarantees 99.999% monthly power uptime to all racks, cabinets, and cages within our data center facility. This equates to no more than 26 seconds of unplanned power interruption per calendar month.

2.1 Definition

Power uptime is defined as the continuous availability of conditioned AC power at the rack-level power distribution unit (PDU). Downtime begins when AC power is lost at the PDU output and ends when power is restored to within nominal operating parameters.

2.2 Redundancy

Our facility is equipped with N+1 redundant UPS systems, dual utility power feeds, and automated diesel generator transfer. Each rack is provisioned with dual PDUs from independent power paths. Equipment configured with dual power supplies can operate without interruption during a single-path failure.

2.3 Scope

This guarantee covers the delivery of electrical power from the facility's UPS systems to the PDU outputs in the customer's assigned rack or cage space. It does not cover customer-supplied power equipment or issues caused by customer-initiated power modifications.

3. Service Credits

If ServerMili fails to meet the uptime guarantees outlined in Sections 1 and 2, the affected customer is entitled to service credits as defined in the table below. Service credits are applied as a percentage of the customer's monthly recurring fee for the affected service.

Service credits are capped at 100% of the affected service's monthly recurring fee. Credits are applied to the customer's account balance and cannot be refunded as cash. Credits do not accumulate across billing periods.

4. Exclusions

The uptime guarantees and service credits described in this SLA do not apply to downtime caused by any of the following:

• Scheduled Maintenance: Pre-announced maintenance windows communicated to customers with at least 72 hours advance notice via email and the status page. Scheduled maintenance is limited to a maximum of 4 hours per calendar month.
• Customer Actions: Downtime caused by the customer's own actions, misconfiguration, software, or equipment — including actions performed by the customer's agents or contractors.
• Force Majeure: Events beyond ServerMili's reasonable control, including natural disasters, acts of war, terrorism, government actions, pandemics, widespread utility failures, or third-party carrier failures.
• DDoS Attacks: Network unavailability resulting from denial-of-service attacks that exceed the mitigation capacity included with the customer's service plan. Customers on enhanced DDoS protection plans are covered up to their contracted mitigation threshold.
• Third-Party Services: Outages in services not operated by ServerMili, including upstream transit providers, CDN services, domain registrars, and third-party DNS providers.
• Account Suspension: Service suspension due to non-payment, terms of service violations, or abuse complaints.
• Beta or Trial Services: Services explicitly designated as beta, preview, or trial are excluded from all SLA guarantees.

5. How to Claim Service Credits

To request a service credit under this SLA, customers must follow the procedure outlined below:

5.1 Submission

Submit a service credit request by opening a support ticket through the ServerMili client area within 30 calendar days of the incident. The request must include the date and time of the outage, the affected service or server identifier, and a description of the impact experienced.

5.2 Review

ServerMili will review the claim against internal monitoring data and incident records within 10 business days of receipt. If the claim is validated, the applicable service credit will be calculated according to the table in Section 3.

5.3 Application

Approved service credits will be applied to the customer's account balance within the next billing cycle. Credits are visible in the client area under the billing section. ServerMili will notify the customer by email when the credit has been applied.

5.4 Disputes

If the customer disagrees with the outcome of a claim review, they may request an escalation by replying to the original support ticket. Escalated claims are reviewed by a senior operations manager and a final determination is provided within 5 additional business days.