Service Level Agreement
Our 99.9% uptime guarantee in plain terms — how availability is measured, and the service credits you receive if we fall short.
01The commitment
Gotka guarantees 99.9% availability per calendar month for each cloud hosting service. "Available" means the server hosting your account responds to network requests, so that your website can be served. 99.9% allows for at most roughly 43 minutes of unscheduled downtime in a month.
02How availability is measured
Availability is measured per server by our internal monitoring systems, which poll continuously from multiple locations. Monthly uptime is calculated as the minutes the server was available divided by total minutes in the month, excluding the items in section 05. Our monitoring records are the authoritative source for SLA calculations; we will share the relevant data for your server when you make a claim.
03Service credits
If monthly availability of your hosting service falls below 99.9%, you are entitled on request to a credit calculated against that service's monthly fee (annual plans are pro-rated to a monthly equivalent):
| Measured monthly uptime | Credit of monthly fee |
|---|---|
| 99.0% – 99.89% | 5% |
| 98.0% – 98.99% | 10% |
| 95.0% – 97.99% | 25% |
| Below 95.0% | 50% |
Credits are applied to your client-area account and offset future invoices; they are not paid in cash and are capped at 50% of one month's fee for the affected service. Credits do not accumulate across services or months beyond the cap.
04Claiming a credit
- Open a support ticket titled "SLA credit request" within 30 days of the end of the month in which the downtime occurred.
- Include the affected service/domain and the dates and times you observed downtime.
- We verify the claim against monitoring records and apply any credit due to your next invoice, normally within 14 days.
- Your account must be in good standing (no overdue invoices) when the claim is made.
05Exclusions
The following do not count as downtime for SLA purposes:
- Scheduled maintenance announced at least 48 hours in advance through the client area or announcements page, and kept as short as practicable.
- Emergency maintenance reasonably necessary to protect security or stability (for example critical kernel or security patches), which we keep to a minimum.
- Issues caused by your applications, scripts, CMS, plugins, configuration errors, or exhaustion of your plan's resource limits.
- Suspensions made under the Terms of Service or Acceptable Use Policy, including for non-payment.
- DNS propagation delays, domain expiry, or problems at your domain's registry.
- Failures of networks, hardware or services outside our control, including your ISP, third-party CDNs and upstream internet exchanges.
- Distributed denial-of-service attacks and similar events while mitigation is actively in progress.
- Force majeure events described in the Terms of Service.
06Sole remedy
The service credits in this SLA are your sole and exclusive remedy for any failure to meet the availability commitment. This SLA applies to cloud hosting services; it does not apply to domain registration or web design services.
07Changes
We may update this SLA prospectively; the current version is always published here with its effective date. Changes never apply retroactively to a month already completed.