1. Covered services
This SLA covers the iShowGbps customer panel, provisioning API, and network path to your provisioned service in our live datacenter regions. It does not cover third-party software you install, your own misconfiguration, or issues outside our network boundary.
2. Uptime commitment
We target 99.9% monthly uptime for network connectivity to provisioned VPS and game instances, and 99.9% for panel and API availability, measured per calendar month.
3. Exclusions
Downtime caused by scheduled maintenance (Scheduled maintenance announced at least 24 hours in advance), force majeure, customer AUP violations, DDoS attacks exceeding mitigation capacity, or upstream provider faults outside our control does not count against uptime calculations.
4. Service credits
If monthly uptime falls below the target, eligible customers may request a credit on the next invoice. Credits are capped at 30% of monthly service fees for the affected service. Credits are not convertible to cash except where law requires.
Credit schedule (network): 99.0% to 99.9%: 10% credit. 95.0% to 98.9%: 25% credit. Below 95.0%: 50% credit.
5. How to claim
Open a ticket within 30 days of the incident month with timestamps and affected service IDs. We verify against internal monitoring and the public status page.
6. Support response targets
Starter/Basic: first response within 24 hours on business days. Pro: within 12 hours. Business and priority queue: within 4 hours for severity-1 outages. These are targets, not guarantees for non-platform issues.