Service Level Agreement
Last updated: June 2026
1. Service Commitment
Fluxorus Networks commits to providing reliable infrastructure services with the uptime guarantee outlined below. This SLA applies to network connectivity and hardware availability for active VPS, VDS, dedicated server, and game-server services on accounts in good standing.
This SLA is part of and governed by our Terms of Service. The service credits described here are your sole and exclusive remedy for any failure to meet the uptime guarantee.
2. Uptime Guarantee
Maximum allowable downtime: ~4.38 minutes per month
We guarantee 99.99% network uptime measured monthly. Uptime is calculated from our monitoring systems across multiple global locations. A service is considered "down" when unreachable from 2+ monitoring points for 3+ consecutive minutes. Our monitoring records are the authoritative measure of availability for SLA purposes.
3. Downtime Compensation
If we fail to meet our uptime guarantee, we'll provide service credits:
Credit Structure
Every 12 hours of downtime = 1 day of service credit
Example: 24 hours of downtime = 2 days of credit added to your account
4. How Credits Work
- Credits are applied to your next month's bill
- Must request credits within five (5) business days of the incident
- Credits are issued as account balance, not cash refunds
- Total credits in any single month are capped at 100% of the monthly fee paid for the affected service
- Credits are available only to accounts in good standing (no overdue balances or AUP violations)
5. What's Not Covered (Exclusions)
Uptime guarantees do not apply to downtime caused by:
Planned Maintenance
Scheduled updates with 24-hour advance notice, and emergency maintenance required to protect the network
Customer-Caused Issues
Misconfigurations, resource exhaustion, software bugs
DDoS Attacks
Downtime from attacks beyond the scope of your mitigation plan
Force Majeure
Natural disasters, war, terrorism, acts of God
Suspension for Violations
AUP or Fair Use violations, non-payment, or throttling under the Fair Use Policy
Third-Party & Network
Upstream transit, peering, or last-mile / customer-network issues beyond our control
Beta & Trial Services
Beta, preview, free, or trial services are provided without an SLA
DNS & External Dependencies
Third-party DNS, registrars, or services not operated by Fluxorus
6. How to Claim Credits
Document Downtime Details
Record the exact date, time, and duration of the service interruption
Contact Our Support Team
Email sla@fluxorus.com or open a ticket through your customer portal within five (5) business days of the incident
Submit Proof of Interruption
Include server/service details, screenshots, or monitoring logs if available
Receive Credit Confirmation
We'll investigate and respond within 10 business days with credit approval
7. Support Response Times
| Priority | Description | Target Response |
|---|---|---|
| Critical | Service completely down | 30 minutes |
| High | Significant performance degradation | 2 hours |
| Medium | Moderate issue, workaround available | 4 hours |
| Low | General questions, feature requests | 24 hours |
*Response times are targets for initial acknowledgment, not guarantees, and are measured during business hours (Mon–Fri 9AM–5PM EST). They do not carry service credits. Critical issues receive 24/7 attention.
8. Sole Remedy and Limitations
The service credits described in this SLA are your sole and exclusive remedy, and Fluxorus's entire liability, for any failure to meet the uptime guarantee or any other service-level commitment. Credits are not redeemable for cash and may not be transferred.
In no event will Fluxorus be liable under this SLA for indirect, incidental, consequential, or lost-profit damages. All SLA credits remain subject to the overall limitation of liability in our Terms of Service.
We may update this SLA, including uptime targets and credit structure, with notice as described in the Terms. Changes apply to incidents occurring after the effective date.
9. Monitoring and Reporting
We provide real-time service status and historical uptime reports:
Status Page
Monitor our infrastructure health in real-time at status.fluxorus.com
- Current system status for all services
- Incident history and resolutions
- Scheduled maintenance calendar
- Email, SMS, and RSS notification subscriptions
10. Contact
SLA inquiries: sla@fluxorus.com
General support: support@fluxorus.com
24/7 Emergency: Available through customer portal