SpiralHostsThis SLA describes uptime targets and service credits for qualifying outages. This SLA is intended to be reasonable and practical for a growing provider.
1. Definitions
- Monthly Uptime Percentage: total minutes in a calendar month minus outage minutes, divided by total minutes.
- Outage: total unavailability of the service to the public internet, excluding scheduled maintenance.
2. Uptime targets
- VPS & Dedicated: target 99.9% monthly uptime
- Colocation: network availability target 99.9% (best effort for facility-side issues)
3. Scheduled maintenance
Scheduled maintenance may be performed to improve security and reliability. Maintenance windows may be announced on the status page when practical.
4. Service credits
If you experience qualifying downtime below target, you may request a service credit (account credit applied to a future invoice). Credits are the sole and exclusive remedy under this SLA.
- 99.0% – 99.89%: 10% monthly fee credit
- 95.0% – 98.99%: 25% monthly fee credit
- Below 95.0%: 50% monthly fee credit
5. Exclusions
- Customer-caused issues (misconfiguration, software bugs, compromised credentials)
- DoS/DDoS or attacks outside our reasonable control
- Upstream provider failures or facility incidents
- Force majeure events (e.g., natural disasters)
6. Requesting a credit
Submit a request within 7 days of the outage with your account email, affected service, and approximate times. We may ask for additional details.
This page is provided for general informational purposes and does not constitute legal advice. Questions? Email spiraltechnologiesmanagement@williamsnowball.com.