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 hosting services: managed servers and shared, cloud and reseller hosting. This means the network connectivity and infrastructure behind your service, including your server’s 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):
| Downtime duration | Service value lost | Credit multiplier | Credit applied |
|---|---|---|---|
| 15 minutes | $0.014 | 5× | $0.07 |
| 1 hour | $0.056 | 5× | $0.28 |
| 4 hours | $0.22 | 5× | $1.11 |
| 24 hours | $1.33 | 5× | $6.67 |
| 1 full month | $40.00 | 5× | $200.00 |
Credits are calculated against your base server and management fee only. Software licenses (cPanel, DirectAdmin, Plesk, etc.) are excluded from the credit calculation as they are billed at cost by third-party vendors.
For prepaid plans, the credit calculation uses the effective monthly rate of the plan (total prepaid amount ÷ number of months).
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:
| Typical hosting SLA | RemarkableCloud SLA |
|---|---|
| 99.9% uptime: up to 8.7 hours of downtime a year before any credit applies | 100% uptime target: any infrastructure downtime is a violation |
| Credit only after a minimum downtime threshold (often 1 to 2 hours) | Credits start from minute one, with no minimum duration |
| You must file a support ticket and wait for approval | Applied automatically: no ticket, no claim, no approval process |
| Credit capped at a fraction of your monthly fee (often 10 to 30%) | Credit is 5× the downtime value, not a token percentage |
| Credit expires if not used within a billing cycle | Credits never expire and apply to any future invoice |
| Broad exclusions for “network issues” or “third-party provider” events | Exclusions are specific and clearly defined below |
5. What’s covered
This SLA covers the following components of your 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