This Service Level Agreement is part of the Netz0 Terms of Service, incorporated by reference. It defines the availability we commit to, how downtime is measured, and the credits you receive when we miss. This SLA applies automatically to every paid service from the first day — there is nothing to enroll in and no premium tier to buy. The credits in this SLA are the sole and exclusive remedy for downtime and service-level failures, as stated in the Terms of Service.
The short version: we commit to 99.99% availability for our network — connectivity, bandwidth, and datacenter power — and 99.9% for hosted services, with per-service commitments in the table below. Measured monthly, with graduated credits up to 100% of your monthly fee when we miss. Our real-world track record exceeds these numbers; the commitment is what we contractually stand behind. You can verify our uptime and current status anytime on our status page, which is independently mirrored so it stays reachable even if our own infrastructure is not.
1. Availability Commitments
| Service | Monthly availability commitment |
|---|---|
| Network (connectivity, packet delivery, contracted bandwidth, datacenter power) | 99.99% |
| DNS (authoritative DNS service) | 99.99% |
| Hosted services (Cloud Sites, cloud servers, email, and other hosted services) | 99.9% |
| Customer Area (account access, service management, support tickets) | 99.9% |
For perspective: 99.99% permits a maximum of approximately 4 minutes and 23 seconds of downtime per month (about 52 minutes per year); 99.9% permits approximately 43 minutes per month (about 8 hours 45 minutes per year). These are contractual maximums, not expectations — our historical availability has exceeded these figures, with the network stable for consecutive years.
Availability is measured per affected service, per calendar month. Measurement is based on Netz0's monitoring systems; an independent external monitor is publicly available for corroboration of network status. Evidence you provide (logs, third-party monitoring) is considered in credit claims.
2. What Counts as Downtime
Downtime is the period during which a covered service is unavailable, as measured from our monitoring and confirmed in investigation. The following do not count as downtime:
- Scheduled maintenance announced at least 48 hours in advance on the status page (with email notification available by subscription).
- Emergency maintenance — urgent work, such as critical security patching, performed without advance notice where the risk of waiting exceeds the disruption; announced on the status page as it occurs.
- Unavailability caused by your own actions, configuration, software, or violations of the Terms or AUP.
- On unmanaged services, anything within your layer of responsibility (the operating system and everything above it) — for example, a crashed application, an out-of-memory condition, or a server you shut down or misconfigured is not downtime. The SLA covers the infrastructure beneath your layer: network, host, and hardware. A managed package moves this line per its plan.
- Failures of systems outside Netz0's network, including your local connectivity, third-party resolvers and caches, and internet routing beyond our network edge.
- Unavailability caused by denial-of-service and similar malicious attacks originating outside our network, which we work to mitigate but do not control.
- Events beyond our reasonable control (force majeure), per the Terms of Service.
- Free services and trials, which carry no SLA.
Just as important is what this SLA does not exclude. Unlike many SLAs, we do not exclude hardware failures, platform software failures, or scheduled maintenance that overruns its announced window — all of these count as downtime toward the commitment. Defective hardware is replaced at our cost.
3. Service Credits
When monthly availability falls below the commitment, you are entitled to a credit, calculated as a percentage of the monthly fee of the affected service (for billing cycles longer than one month, the monthly equivalent is used). Credits are capped at 100% of one month's fee per service per month.
Hosted services and Customer Area (99.9% commitment):
| Monthly availability | Credit |
|---|---|
| 99.9% or above | Commitment met |
| 99.8% – 99.89% | 10% |
| 99.7% – 99.79% | 20% |
| 99.6% – 99.69% | 30% |
| 99.5% – 99.59% | 40% |
| 99.4% – 99.49% | 50% |
| 99.3% – 99.39% | 60% |
| 99.2% – 99.29% | 70% |
| 99.1% – 99.19% | 80% |
| 99.0% – 99.09% | 90% |
| Below 99.0% | 100% |
Network and DNS (99.99% commitment):
| Monthly availability | Credit |
|---|---|
| 99.99% or above | Commitment met |
| 99.98% – 99.989% | 10% |
| 99.97% – 99.979% | 25% |
| 99.96% – 99.969% | 50% |
| 99.95% – 99.959% | 75% |
| Below 99.95% | 100% |
Credits are issued as account credit (usable toward future invoices), are not redeemable for money, and cannot be sold, combined across incidents beyond the monthly cap, or transferred between accounts.
4. Claiming Credits
To claim a credit, open a ticket from your account within thirty (30) days of the end of the month in which the downtime occurred, including the affected service, the times observed, and any supporting evidence. We investigate every claim against our monitoring data and respond with the determination. If a claim is denied, we state which exclusion applied and the factual basis for it — network-level incidents are matters of public record on our status page, not private assertions. Approved credits are applied to your account within 7 days of approval.
Eligibility. Credit claims require an account in good standing: no overdue invoices at the time of the incident or the claim, and no unresolved abuse or Terms violations. Accounts with three or more late payments in the trailing twelve months are not eligible for SLA credits. Downtime attributable to activity that violates the AUP does not qualify.
Invalid claims. Honest mistaken claims cost nothing — we simply explain the finding. Repeated invalid claims after a written warning, or claims found to be knowingly false, incur a $15 investigation fee per further incident and may constitute a violation of the Terms of Service.
5. Support Response Targets
Technical support is included with all paid services, 24/7, via ticket (see the Terms of Service). Our targets:
- Normal tickets: average first response within 2 hours.
- Priority and emergency tickets (available as a paid option or included with managed-service plans, per the plan): first response within 15 minutes.
Individual normal tickets may take longer depending on priority and complexity; these targets are operational commitments we monitor, not credited guarantees.
6. Status and Transparency
Current availability, incidents, and upcoming maintenance are published in real time on our status page, with email notifications available by subscription. Historical uptime metrics — corroborated by an independent external monitor — and our average support response times are also published, so you can compare our actual performance against the commitments in this SLA at any time. The status page is deliberately redundant: if Netz0's own infrastructure — including the status page itself — becomes unreachable, it fails over automatically to an externally hosted mirror, so you can always see what is happening.