Service Level Agreement

Please read this Service Level Agreement before using our services. Last update: 20/09/2026. This SLA is part of the Terms of Service.

1. Scope

1.1 This SLA covers eligible paid VPS, web hosting, and mail hosting. Dedicated or custom services are covered only if a quote says so in writing.

1.2 Not covered: trials, beta, domains, add-ons, consulting, migrations, “Setup by us”, inbox placement, third-party outages, and anything marked non-SLA.

2. Target

2.1 We target 99.5% monthly uptime for covered services.

2.2 Only downtime we confirm counts. We may use status.cyprusnode.com and our own checks. Outside monitors do not bind us. We measure the core service, not every extra feature.

3. Exceptions

3.1 The following are not downtime: planned maintenance posted on the status page; emergency maintenance; DDoS or filtering to protect the platform; upstream, power, or registry failures outside our control; your configuration, code, DNS, or software; suspension for non-payment, abuse, or fair use; force majeure in the Terms.

3.2 We aim for 24 hours’ notice for planned work. Emergency work can happen with no notice.

4. Credits

4.1 If monthly uptime is below 99.5% because of a fault on our side, you may claim. We review case by case. If we accept it, we give extra service days or account credit. No cash refund. Credits have no cash value.

4.2 We may offer more or less after review. We may refuse a credit if you caused the incident, if the service was in breach, or if you are in arrears.

4.3 These credits are the sole and exclusive remedy for downtime and performance on covered services.

5. How to claim

5.1 Open a ticket within 7 days after the month ends. Include the service ID and dates. Late claims are refused.

5.2 We reply within 7 business days. Approved credits are applied within 7 business days.

5.3 We may change this SLA. The new version applies from the date it is published on this page.

5.4 Support: support@cyprusnode.com.