Service Level Agreement
Last updated: October 9, 2026
This Service Level Agreement (“SLA”) describes gclouds’ uptime commitment for VDS and dedicated server services and is part of our Terms of Service.
1. Uptime commitment
gclouds commits to 99.7% monthly network and service uptime for each active service, measured per calendar month. “Downtime” means a period during which your service is unreachable from the public internet due to a failure of gclouds’ network, power or host hardware, as confirmed by our monitoring.
2. Exclusions
The following do not count as downtime:
- Scheduled maintenance announced at least 24 hours in advance, and emergency maintenance needed to address critical security issues.
- Issues caused by you, including your software, operating system, configuration, firewall rules or exceeding resources.
- Suspension for non-payment or for violation of the AUP or Terms.
- DDoS attacks targeting your service, and problems with third-party networks outside our control (including your ISP, brokers and exchanges).
- Force majeure events, such as natural disasters, wars, government action, and widespread internet or utility failures.
3. Service credits
If monthly uptime falls below the commitment, you are eligible for a credit of the monthly fee for the affected service, as follows:
| Monthly uptime | Credit |
|---|---|
| Below 99.7% | 5% of the monthly fee |
| Below 99.0% | 10% of the monthly fee |
| Below 95.0% | 25% of the monthly fee |
Credits are issued as service-time credits or account credit applied to future invoices, not as cash refunds. Total credits in any month are capped at 100% of the monthly fee for the affected service.
4. How to claim
Open a support ticket in the client portal within 7 days of the end of the incident, including the service, the dates and times of the downtime and any supporting evidence. Claims made after 7 days are not eligible. Credits are your sole and exclusive remedy for unavailability of the services.