Service level agreement
Uptime is our bread-and-butter. We pride ourselves on a good uptime track record. The following SLA defines the refund you'll get for downtime.
- 99.5% general uptime
- fortrabbit will use commercially reasonable efforts to keep the fortrabbit platforms available at the monthly uptime percentage stated above during each billing cycle. If the guaranteed uptime is not met, you may request the service credits described in sec. 6 of this SLA.
- Monthly uptime percentage means the total number of minutes in a billing cycle during which the fortrabbit storage system is connected to the internet and ready to send or receive information, minus the minutes of downtime in that cycle, divided by the total minutes in the billing cycle.
- The provider may temporarily restrict access for certain internet users or user groups when required to protect network operations, infrastructure integrity, or hosted data.
- The provider shall inform the customer in advance about all planned network operations.
- The provider endeavors to schedule planned network operations during low-traffic periods.
- If a service level is not met, the provider will grant service credits under the following conditions:
- Credits are granted when the customer submits a written request (email or fax) within 10 calendar days after the end of the affected month.
- Credits are calculated in proportion to the actual downtime relative to the total minutes in the month.
- The total credits for all service levels in a month are capped at the monthly fee paid for the affected service.
- The provider is not liable for indirect, collateral, or consequential damages, including loss of profit, service interruption, or loss of data or information.