Server24 Cloud Service Level Agreement (SLA)

Server24 Cloud Service Level
Agreement (SLA)

During the Term of the agreement under which Server24 has agreed to provide Server24 Cloud Platform to Customer (as applicable, the “Agreement“), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.99% (the “Service Level Objective” or “SLO“). If Server24 does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by Server24 to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement authorizes the resale or supply of Server24 Cloud Platform under a Server24 Cloud partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.


The following definitions apply to the SLA:

  • “Covered Service” means:
    • Instances hosted as part of the Server24 Cloud Service.
    • Load balancing as part of the Server24 Cloud Service.
  • “Downtime” means:
    • For virtual machine instances: Loss of external connectivity or persistent disk access for all running Instances, when Instances are placed across two or more Zones in the same Region.
    • For load balancing: Loss of external connectivity (via the external IP addresses associated with load balancing forwarding rules with all Healthy Backend Instances) due to the failure of Server24’s systems.
    • Downtime does not include loss of external connectivity as a result of (i) the Server24 managed VPN service failing to serve traffic directed to VPN tunnels under that service; that sort of downtime is addressed exclusively in the VPN SLA; or (ii) Network Service Tiers – Standard Tier failing to serve traffic; or (iii) Argo Smart Routing failing to route traffic.
  • “Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
  • “Region” means the applicable region described at, as may be updated by Server24 from time to time.
  • “Zone” means the applicable zone described at, as may be updated by Server24 from time to time.
  • “Financial Credit” means the following:
    Monthly Uptime PercentagePercentage of monthly bill for the respective Covered Service in the Region affected which did not meet SLO that will be credited to future monthly bills of Customer
    99.00% – < 99.99%10%
    95.00% – < 99.00%25%
    < 95.00%50%
  • “Monthly Uptime Percentage” means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
  • “Healthy Backend Instances” means Instances that are responding affirmatively to load balancing health checks.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify Server24 technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Server24 with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Server24 will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which Server24 will make available for auditing by Customer at Customer’s request.

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by Server24 to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.

SLA Exclusions

The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise set forth in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of Server24’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the Server24 Cloud Console.