Service Level Agreement

100% uptime. 500% credit if we miss it. Most hosting companies hide behind 99.9% SLA fine print that only kicks in after hours of downtime and requires a support ticket. Ours works differently. Every minute of infrastructure downtime on our end is automatically credited back at 5× the rate , no claim, no threshold, no waiting.

1. The Guarantee

RemarkableCloud guarantees 100% network and infrastructure availability for all managed VPS plans. This means your server’s network connectivity and hypervisor layer will be available at all times, as measured on our end. If we fail to meet this guarantee due to causes within our control, we will credit your account at a rate of 5× the value of the downtime experienced , calculated from the first minute of the incident, with no minimum duration required to qualify. In plain terms: 1 hour of infrastructure downtime on our end = 5 hours of service credit on your account. Automatically. No ticket required. No thresholds to meet.

2. How It Works

Incidents are tracked and published on our Network Status page. You can monitor the status of our infrastructure in real time and review the history of past incidents there.

3. Credit Calculation

The credit value is calculated based on your active plan’s daily rate (monthly price ÷ 30) applied on an hourly basis, then multiplied by 5.

Formula: Credit = (Monthly price ÷ 30 ÷ 24) × downtime hours × 5

Examples based on a $40/mo plan (daily rate: $1.333, hourly rate: $0.056):

4. How This Compares to Industry Standard

Most hosting providers’ SLAs are structured to minimize how often credits actually get paid out. Here’s how ours differs:

• 99.9% uptime , allows up to 8.7 hours downtime per year before any credit applies
• Credit only kicks in after a minimum downtime threshold (often 1 to 2 hours)
• You must file a support ticket and wait for approval
• Credit capped at a fraction of your monthly fee (often 10 to 30%)
• Credit expires if not used within a billing cycle
• Excludes “network issues” or “third-party provider” events with broad language
• 100% uptime target , any infrastructure downtime is a violation
• Credits start from minute one , no minimum duration required
• Applied automatically , no ticket, no claim, no approval process
• Credit is 5× the downtime value , not a token percentage
• Credits never expire and apply to any future invoice
• Exclusions are specific and clearly defined below

5. What’s Covered

This SLA covers the following components of your server service, within RemarkableCloud’s infrastructure:

• Network availability , your server’s ability to send and receive traffic on our network
• Hypervisor availability , the underlying virtualization layer that runs your server
• Storage availability , NVMe disk read/write access at the infrastructure level
• Power infrastructure , data center power and cooling systems within our colocation facilities Downtime is defined as a period during which your server is unreachable from outside our network due to a covered cause, as verified by our monitoring systems.

6. Exclusions The following are not covered by this SLA and do not qualify for credits:

• Scheduled maintenance , planned maintenance windows communicated at least 24 hours in advance via email and the status page
• Customer-caused issues , downtime resulting from your own software, configurations, scripts, or actions (e.g., a crashed web server, a misconfigured firewall rule, a PHP script consuming all available memory)
• Software or application layer , issues with software running on your server that do not affect the underlying infrastructure
• Upstream network events , outages caused by backbone or transit providers outside our network, fiber cuts, or BGP routing events beyond our infrastructure boundary
• DNS and domain issues , downtime caused by your domain registrar, DNS propagation, or name server configuration
• DDoS mitigation , brief service interruptions caused by active DDoS mitigation on your IP, which is performed to protect your service and our network
• Force majeure , natural disasters, acts of war, or other events outside any party’s reasonable control
• Accounts in violation of our Terms or AUP , any account suspended or restricted due to policy violations is not eligible for SLA credits during the period of suspension Not sure if your issue qualifies? Open a support ticket and describe the problem. If the root cause turns out to be on our end and wasn’t already detected by our monitoring, we’ll review and apply a credit manually.

7. How Credits Are Applied

SLA credits are applied as account balance credit , they offset your next invoice automatically. Credits:

• Are applied within 72 hours of an incident being resolved and confirmed as a covered cause
• Are visible in your client area at manager.remarkablecloud.com under account credit
• Do not expire , they remain on your account until used
• Apply to any RemarkableCloud invoice, including renewals, upgrades, or additional services
• Are non-refundable , credits cannot be converted to cash or refunded to a payment method
• Are the sole and exclusive remedy for service interruptions covered under this SLA The total credits applied in any calendar month will not exceed 10× your monthly service fee for that plan , a limit that only comes into effect in extreme, prolonged outage scenarios.

8. Disputes

If you believe a service interruption occurred that qualifies for an SLA credit and was not automatically applied, you may open a dispute within 30 days of the incident by submitting a support ticket with:

• The date and approximate time range of the interruption
• A brief description of how the service was affected
• Any supporting information (monitoring alerts, traceroutes, error logs) Our team will investigate and respond within 5 business days. If the disruption is confirmed to be a covered cause that our systems did not detect, we will apply the credit retroactively. RemarkableCloud’s determination of whether an incident is covered under this SLA is final.

9. Changes to This SLA

RemarkableCloud reserves the right to update this SLA at any time. Material changes will be communicated by email and via a notice on our website at least 14 days before taking effect for existing customers. Your continued use of the Services after the effective date constitutes acceptance of the updated SLA. Changes to this SLA will never retroactively reduce credits already earned or posted to your account. 10. Contact For SLA-related questions or to dispute a credit calculation:

• Support ticket: manager.remarkablecloud.com
• Email: support@remarkablecloud.com
• Real-time infrastructure status: status.remarkablecloud.com