This Service Level Agreement (“SLA”) is part of the Terms of Service for Eigenflops, provided by Terarium j.d.o.o..
1. Uptime commitment
We commit to 99.5% monthly uptime for each Rental. Uptime is the share of minutes in a calendar month during which your container is running and reachable over the network.
2. Service credit
If uptime for a Rental falls below 99.5% in a calendar month, you receive a credit of 10% of the fee for that Rental for that month. Credits are applied to future payments for the Services. They are not paid out in cash.
3. What is not counted as downtime
- maintenance we have announced to you by email in advance;
- problems caused by your software, configuration or actions inside the container;
- suspension under the Terms of Service or the Acceptable Use Policy;
- problems with networks outside our and our data center's control, such as your internet provider;
- events beyond our reasonable control (force majeure).
4. How to claim a credit
Email info@terarium.xyz within 30 days after the end of the affected month. Include your account details, the affected Rental and the approximate times of the downtime. We will confirm the credit after checking our records.
5. Sole remedy
To the extent permitted by law, the service credit is your only remedy for not meeting the uptime commitment.