Service level agreement

01Scope

This Service Level Agreement applies to eligible paid VPS, dedicated server, and managed infrastructure services when an order does not specify a different commitment.

02Availability target

Our monthly network availability target is 99.95% for eligible services. Availability is measured at the service network edge using our monitoring systems. A service is unavailable when it cannot send or receive traffic because of a fault within infrastructure under our control.

03Live service status

Current availability and incident information for active nodes is published on the INGEN Cloud status page.

• View live service status

04Service credits

• Availability below 99.95% but at or above 99.5%: 10% of the affected service's monthly recurring fee.
• Availability below 99.5% but at or above 99.0%: 20% of the affected service's monthly recurring fee.
• Availability below 99.0%: 30% of the affected service's monthly recurring fee.

05Exclusions

• Announced maintenance and emergency maintenance needed to protect the platform.
• Customer configuration, software, credentials, traffic, or actions.
• Attacks exceeding the protection profile of the ordered service.
• Internet conditions, upstream systems, or third-party services outside our reasonable control.
• Suspension under our Terms of Service or Acceptable Usage Policy.

06Requesting a credit

Submit a request to support@ingencloud.io within seven days of the incident. Include the affected service, approximate start and end times, and a description of the impact. We will compare the request with our monitoring and incident records.

07Credit limits

Credits apply to future invoices, have no cash value, and are the sole remedy for availability covered by this SLA. Total credits for a service in one billing month cannot exceed 30% of that service's monthly recurring fee.