Service Level Agreement (SLA)
Version 1.0 – Published 3 November 2026. Applies to orders placed from that date, and to existing customers from 3 December 2026.
This SLA is part of the Terms of Service. It describes our availability target and the only compensation for unavailability.
1. Target
We target 99.9 % monthly availability of the network and host infrastructure for hosting, VPS, VDS, dedicated, game-server and email services. This is a target, not a guarantee that the service will never be interrupted.
2. Measurement
2.1Availability is measured by SNG's monitoring at the network and host level for each calendar month: (minutes in the month − minutes of qualifying downtime) ÷ minutes in the month.
2.2Qualifying downtime is a period of at least 5 consecutive minutes in which the service cannot be reached from the internet because of a fault in SNG's network or host infrastructure.
2.3The software, operating system, applications and configuration inside your service are not measured.
3. Exclusions
Downtime does not count when it results from: scheduled maintenance announced 24 hours in advance; urgent security maintenance; DDoS or other attacks and the mitigation measures we apply; your actions, Content, software or configuration; suspension under the Terms; third-party networks, registries, licence servers or providers outside our control; force majeure; and beta, free or trial services.
4. Service credit
below 99.9 %: 5 %.
below 99.5 %: 10 %.
below 99.0 %: 25 %.
The total SLA credit for a service in a month never exceeds 25 % of its monthly fee.
5. Claim
Open a billing ticket within 7 days after the end of the month concerned and list the affected service, dates and times. Credits are added to your account balance and are subject to section 5 of the Refund Policy. The credit is your sole and exclusive remedy for unavailability.