Ateex Cloud
Ateex Cloud

Service Level Agreement

Our commitment to reliability. Read about our 99.5% uptime guarantee and service credits policy.

1. Uptime Guarantee

95% Uptime Guarantee

We guarantee a 95% uptime SLA across our services. A minimum of 2 hours of continuous downtime is required before SLA credits can be issued.

Eligible Downtime Credits

Downtime PeriodService Credit
5 Hours of Downtime1 Days Service Extension
6 Hours of Downtime2 Days Service Extension
7 Hours of Downtime4 Days Service Extension
8 Hours of Downtime5 Days Service Extension
9 Hours of Downtime6 Days Service Extension
10+ Hours of Downtime2 Weeks Service Extension

2. SLA Credit Requests

SLA credits are provided upon request through a support ticket. Customers must submit an SLA claim ticket within 72 hours of a qualifying incident to be eligible for compensation.

Qualifying Incidents

  • Network outages
  • Power outages
  • Datacenter failures
  • Host node failures or issues
  • Infrastructure-level service disruptions

Not Eligible

  • Network packet loss
  • Network throughput limitations
  • Issues caused by customer configuration or actions
  • Failures affecting only an individual VPS
  • Performance-related issues
  • Scheduled maintenance
  • VPS cancellation or suspension
  • DDoS attacks

3. Eligibility Requirements

To claim SLA credits, customers must meet all of the following requirements:

  1. The account must be active and in good standing.
  2. No chargeback or payment dispute must have been filed.
  3. A support ticket must be created within 24 hours of the qualifying incident.
  4. The affected service must still be active and not cancelled or suspended.
  5. SLA credits can only be claimed once per incident.

4. Incident Handling

Multiple outages may be considered a single incident if they share the same root cause.

Example: If a host node experiences an SSD failure, temporarily recovers, and then goes offline again due to the same hardware issue, it will be treated as one SLA incident and only one SLA claim will be eligible.

We reserve the right to review each SLA claim and deny compensation where the incident does not qualify under this policy.

5. Policy Changes

We may update this SLA policy from time to time. Customers are responsible for reviewing the latest version of this policy.

For significant changes, we may provide notification through official communication channels.