Service Level Agreement
Last updated: 30 June 2026
This Service Level Agreement ("SLA") describes the availability commitment Vastrox makes for its Services and the service credits available if we fall short. It forms part of our Terms of Service.
1. Availability commitment
We guarantee 99.9% monthly network availability for hosting, VPS and game server Services. Our infrastructure and network are engineered to target and historically deliver 99.99%+ availability; the 99.9% figure is the contractual commitment that triggers the service credits below.
2. How availability is measured
Monthly availability is calculated as: (total minutes in the month − unplanned downtime minutes) ÷ total minutes in the month × 100. Downtime is measured from when you open a verified support ticket (or our monitoring detects an outage) until service is restored.
3. Service credits
| Monthly availability | Service credit |
|---|---|
| 99.9% – 99.0% | 10% of monthly fee |
| 98.99% – 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to your account balance and capped at 50% of the affected Service's monthly fee.
4. Exclusions
The availability commitment does not apply to downtime caused by: scheduled maintenance (announced in advance on our status page); factors outside our reasonable control (force majeure, upstream network or DDoS events beyond mitigation); your own actions, software, or content; suspension for breach of the Acceptable Use Policy or non-payment; and free or trial services.
5. Claiming a credit
To claim a service credit, open a support ticket within 7 days of the incident, including the dates, times and duration of the downtime. Credits are not issued automatically and are your sole and exclusive remedy for availability shortfalls.