Service Level Agreement (SLA)

Last Updated: July 10, 2026

Tonic VPS is committed to providing high-quality, reliable cloud hosting services. This Service Level Agreement ("SLA") defines our uptime commitments and the compensation structure in the event of service unavailability.

1. Uptime Guarantee

We guarantee a monthly network and power uptime availability of 99.9% applicable specifically to KVM VPS services.

2. Service Credit Structure

If we fail to meet the 99.9% uptime guarantee in a given calendar month, customers may request a Service Credit based on the table below:

  • Monthly Uptime 99.9% to 99.0%: 10% credit of the monthly service fee.
  • Monthly Uptime 98.9% to 95.0%: 25% credit of the monthly service fee.
  • Monthly Uptime below 95.0%: 100% credit of the monthly service fee.

3. SLA Exclusions

SLA credits will not be issued for service interruptions resulting from:

  • Scheduled or emergency maintenance windows notified in advance.
  • Client-controlled actions (e.g., misconfigured software, firewall blocks, custom kernels).
  • DDoS attacks targeting the client's service, causing resource exhaustion or blackholing.
  • Failure of third-party software, applications, or API integrations.
  • Force Majeure events (natural disasters, war, upstream fiber cuts, national network outages).

4. How to Request Credits

SLA credit requests must be submitted via a billing support ticket in the client dashboard within 7 business days of the end of the affected calendar month. You must provide the ticket logs or monitoring stats demonstrating the downtime. Approved credits are applied to your account balance for future renewals.