Service Level Agreement
Last updated: 17 June 2026
Effective date: 17 June 2026
This Service Level Agreement (SLA) describes uptime commitments and remedies for eligible paid services provided by CyprusNode (Cyprusnode.com). It forms part of our Terms of Service.
1. What this SLA covers
This SLA applies to eligible paid web hosting, mail hosting, VPS, and dedicated server plans that we mark as SLA-covered on the product page or invoice.
Not covered: free trials, beta services, domains, add-ons, consulting, migration work, email inbox placement, third-party outages, and any product explicitly marked as non-SLA.
2. Uptime target
CyprusNode targets 99.5% monthly uptime for covered services, measured as described below.
3. How uptime is measured
- Uptime is measured monthly using our official status page: https://status.cyprusnode.com
- Only downtime recorded on the status page counts toward SLA claims.
- Third-party monitoring tools, customer-side pings, or external dashboards are not valid proof for claims.
- Measurement is based on our core service delivery systems for the covered product, not every optional feature or third-party integration.
4. What does not count as downtime
- Scheduled maintenance announced on the status page
- Emergency maintenance needed to protect the platform
- DDoS attacks and volumetric floods
- Upstream provider, transit, or registry outages outside our direct control
- Problems caused by your configuration, code, credentials, or third-party software
- Suspension for non-payment, abuse, or Terms violations
- DNS issues outside the DNS product you purchased from us
- Force majeure events described in our Terms of Service
5. Maintenance notice
We aim to give at least 24 hours notice for planned maintenance on the status page. Emergency maintenance may happen without notice when needed to protect customers and infrastructure.
6. SLA remedy — service credits only
If monthly uptime for a covered service falls below 99.5% because of an issue on our side, you may request a service credit. SLA remedies are extra service days added to your account, not cash refunds.
| Monthly uptime on status page | Service credit |
|---|---|
| 99.0% to 99.49% | 1 extra service day |
| 98.0% to 98.99% | 3 extra service days |
| Below 98.0% | 7 extra service days |
Credits are applied to the affected service period. We may refuse a credit if you caused or contributed to the incident.
7. How to make a claim
- Open a support ticket at https://cyprusnode.com/tickets/create within 7 days after the end of the affected month.
- Include the service ID, affected dates, and a link to the relevant status page incident if available.
- We review the claim against status page records and respond within 7 business days.
- Approved credits are applied within 7 business days of approval.
This SLA is your exclusive remedy for uptime failures on covered services.
8. Contact
Support: https://cyprusnode.com/tickets/create
Abuse: abuse@cyprusnode.com
Status page: https://status.cyprusnode.com