1. Overview
This Service Level Agreement ("SLA") describes the service levels applicable to the hosting and platform services ("Services") provided by Nitrode Corporation O/A AlgoVPS ("AlgoVPS," "we," "us" or "our") to the customer ("Customer" or "you"). This SLA is part of and subject to the Terms of Service.
2. Uptime Commitment
AlgoVPS will use commercially reasonable efforts to ensure that the Services are available 99.9% of the time during each calendar month (the "Service Commitment").
- Uptime is calculated as: (TotalTime – Downtime) ÷ TotalTime × 100%
- TotalTime = total minutes in a calendar month
- Downtime = total minutes Services are unavailable due to outages
This uptime target does not guarantee uninterrupted service, but reflects our operational objective based on historical performance.
3. Service Availability Scope
The Service Commitment applies to:
- Network connectivity to customer environments
- Core compute (VPS/instances)
- Control plane access via the customer portal and API
Excluded from uptime measurement:
- Scheduled maintenance (see Section 6)
- Events outside AlgoVPS's control (see Section 8)
- Customer configuration errors
- Third-party service outages beyond our control
4. Monitoring and Measurement
Service availability is measured using:
- Internal monitoring systems
- Public synthetic checks
- Provider health metrics
Customers may request uptime reports upon reasonable notice.
5. Service Credit (Remedy)
If uptime falls below the Service Commitment in a calendar month, eligible customers may request a service credit as follows:
Credits are determined by total monthly downtime (aggregated across outages), not per incident.
| Monthly Uptime % | Service Credit |
|---|---|
| ≥ 99.95% | None |
| ≥ 99.9% and < 99.95% | 5% credit |
| ≥ 99.7% and < 99.9% | 10% credit |
| ≥ 99.5% and < 99.7% | 25% credit |
| ≥ 99.0% and < 99.5% | 50% credit |
| ≥ 98.0% and < 99.0% | 80% credit |
| < 98.0% | 100% credit |
Service Credits are applied to future billing and are the sole and exclusive remedy for service unavailability. Credits are calculated on a per-service, per-month basis and will not exceed 100% of the applicable monthly service fee. Scheduled maintenance, force majeure events, customer-caused outages, and third-party provider failures are excluded. Credits must be requested within 30 days of the affected month.
6. Scheduled Maintenance
AlgoVPS performs maintenance to ensure stability, performance, and security. Customers will be notified in advance when practicable.
Scheduled maintenance windows are not included in downtime calculations.
7. Customer Responsibilities
To support actual service levels:
- Ensure accurate contact information for service notifications
- Apply recommended configuration and patch updates
- Respond reasonably to operational support requests
Failure to comply with these may affect service availability and SLA eligibility.
8. Exclusions and Limitations
The Service Commitment does not apply to outages caused by:
- Force majeure (natural disasters, acts of war/government, etc.)
- Third-party service provider failures (e.g., upstream cloud, ISP)
- Customer misuse, misconfiguration, or SSH/credential compromise
- Distributed denial-of-service (DDoS) attacks beyond our mitigation capacity
- Scheduled or emergency maintenance
9. Definitions
- Downtime: Period when Services are unavailable as measured by AlgoVPS monitoring.
- Service Credit: A credit toward future bills as defined in Section 5.
- Customer Request Suspension: A service outage initiated by customer configuration or request.
10. Governing Law
This SLA is governed by the laws referenced in the Terms of Service.
11. Entire SLA
This SLA, together with the Terms of Service and any applicable policies, constitutes the complete service level agreement between Customer and AlgoVPS.