Service Level Agreement

Our Commitment

We guarantee 99.99% uptime for all of our services, measured monthly. This means your service should be available and operational at least 99.99% of the time each month, excluding planned maintenance or events beyond our control. If we fail to meet this uptime promise, you'll receive service credits as outlined below.

Service Credits

If uptime drops below 99.99% in a given month, you'll receive 1 day of free service credit for every full hour of qualifying downtime, up to a maximum of 30 days per month. Credits are applied to your next billing cycle and cannot be refunded as cash.

What Counts as Downtime ("Qualifying Downtime")

Downtime only qualifies for credits if it's caused by issues within our control, including:

• Hardware Failure: Failure of our servers or hypervisor hardware that makes your service unusable.
• Network Loss: Complete loss of network connectivity to your server due to our controlled infrastructure.
• Service Outage: Total unavailability of your service due to our systems (e.g., power or cooling failure in our data center).

Note: Downtime is measured from the time you open a ticket. If it's a wider outage listed on our status page, we'll credit you for the full duration.

What Doesn't Count as Downtime ("Exclusions")

We're not responsible for downtime caused by:

• Scheduled Maintenance: Planned outages announced at least 24 hours in advance via our status page. Automated emails are sent to subscribers, please subscribe as this is the primary source/authority for outages and issue tracking.
• Customer Actions: Issues caused by your configuration, software, misuse, or violation of our Terms of Service.
• Dedicated Server Hardware (Bare Metal): We'll always replace failed hardware as quickly as possible. SLA credits don't apply to failures that could have been prevented or mitigated with proper monitoring.
• External Factors: Events beyond our control, such as natural disasters, cyberattacks targeting your service (e.g., DDoS), third-party provider failures (e.g., a network outside of our control), or government actions ("force majeure").
• Minor Interruptions: Brief disruptions lasting less than 5 minutes or partial performance issues that don't fully disable your service.

How to Claim Credits

To receive credits under this SLA, you must:

1. Submit a Support Ticket: Open a ticket about the downtime event through our support portal or by emailing support@synteqhpc.com. Include the date, time, and details of the issue.
2. Request a Credit: Clearly state in the ticket that you're requesting a credit for the outage. Please don't assume we know about your downtime. Your issue might be unrelated to our monitored services, and we won't act unless you notify us.

Why This Matters: Downtime starts when your ticket is received, based on its timestamp, if we confirm it's a qualifying outage. You'll get a ticket number as proof of your request. Keep it, as it's required to process credits.

If We Notice First: If we detect an issue before you do and notify you, you still need to submit a ticket confirming the outage and requesting a credit.

Deadline: Submit your ticket within 7 days of the event. We'll review it and apply any eligible credits within 14 days, based on our monitoring data and your report.

Credits do not apply to outages caused by events outside our control (see 'Exclusions' above).

TL;DR: We promise 99.99% uptime for everything we actually control. If we mess that up, you'll get service credits. Simple as that.