Service Level Agreement

Effective date: June 5, 2026

1. Overview

This Service Level Agreement ("SLA") describes the uptime commitment ServersRus Hosting (trading as ServersRus, "ServersRus", "we", "us", or "our") provides for its paid always-on hosting plans. It forms part of, and should be read together with, our Terms of Service. Where a client has signed a separate Service Agreement, that Agreement takes precedence in case of conflict.

2. Plans Covered

This SLA applies only to paid, always-on hosting plans — Starter and above. These plans keep your container running continuously and are eligible for the uptime commitment and service credits described below.

Free plan is excluded. Free plan containers are put to sleep after 30 minutes of inactivity to conserve shared resources, and wake on the next request (which adds a short cold-start delay). Because free containers are intentionally not always-on, the free plan carries no uptime guarantee and is explicitly excluded from this SLA. To receive SLA coverage, upgrade to a paid always-on plan.

3. Uptime Commitment

For covered paid plans, we target 99.9% uptime, measured per calendar month. Uptime is calculated as the percentage of total minutes in the month during which your container was reachable, excluding any minutes attributable to the exclusions in Section 5.

Monthly Uptime % = ((Total Minutes − Excluded Minutes − Downtime Minutes) ÷ (Total Minutes − Excluded Minutes)) × 100

A 99.9% monthly target allows for roughly 43 minutes of unscheduled downtime in a 30-day month.

4. What Counts as Downtime

"Downtime" means a sustained period during which your covered container is unreachable — that is, it fails to respond to valid requests due to a fault within infrastructure under our reasonable control (for example, host failure, network outage on our side, or a platform fault).

Slowness or degraded performance where the container is still reachable and responding does not count as downtime under this SLA.

5. What Does NOT Count as Downtime

The following are excluded from downtime calculations and do not qualify for service credits:

  • Free plan inactivity sleep — free containers sleeping after 30 minutes of inactivity is expected behaviour, not downtime.
  • User-caused issues — application crashes, bugs, misconfiguration, resource exhaustion, exceeding plan limits, or deployments of broken code.
  • Scheduled maintenance — planned maintenance for which we have given at least 24 hours' advance notice (by email or via our status page).
  • Force majeure — events beyond our reasonable control, including natural disasters, power-grid or upstream-provider failures, government action, war, civil unrest, or large-scale internet outages.
  • Account status — suspension or termination for non-payment or breach of the Terms of Service.
  • Third-party services — outages of external services your application depends on but which we do not operate (e.g. external APIs, DNS providers, payment gateways).

6. Reporting Downtime

To claim under this SLA, you must report the downtime to us within seven (7) days of the incident, including the affected project, the date and approximate time, and a brief description of what you observed. Report downtime via:

You may also reach us through our support page. We will investigate using our monitoring records, which are the authoritative measure of uptime.

7. Service Credits

If, in any calendar month, the measured uptime for your covered paid plan falls below 99.9%, you are eligible for a pro-rata service credit applied to your next invoice. The credit is proportional to the downtime experienced — broadly, the share of the month during which the covered service was unavailable, calculated against your monthly plan fee.

Service credits are the sole and exclusive remedy under this SLA for any failure to meet the uptime commitment. Credits:

  • apply only to paid always-on plans and only after a valid, timely report (Section 6);
  • are issued as a credit against future invoices and are not redeemable for cash;
  • do not apply to free plans, add-ons, one-time build fees, or any excluded events under Section 5;
  • require your account to be in good standing (no overdue balances) at the time of the claim.

8. Scheduled Maintenance

From time to time we perform maintenance to keep the platform secure and reliable. Where maintenance is expected to cause an interruption, we will give at least 24 hours' advance notice by email or via our status page, and aim to schedule it during low-traffic periods. Time spent in properly-noticed scheduled maintenance is excluded from uptime calculations.

9. Parties & Governing Law

This SLA is an agreement between ServersRus Hosting (Business Number B2026052000033, Business Identifier 6541585) and the customer holding the covered paid plan. It is governed by and construed in accordance with the laws of the Republic of Trinidad and Tobago, and any disputes are subject to the dispute-resolution process and exclusive jurisdiction set out in our Terms of Service.

10. Changes to this SLA

We may update this SLA from time to time. Updates are posted on serversrus.net with a revised effective date and, where they materially reduce the commitment to existing paid customers, with reasonable advance notice. Continued use of paid services after an update constitutes acceptance.

11. Contact

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