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Service Level Agreement

99.99%

Uptime SLA

99.99%

Enterprise SLA

100%

Network SLA

Our Commitment

Eagle Servers guarantees industry-leading uptime for all production services. This SLA details our uptime commitment and compensation for any service disruptions.

Service Availability

Service Type
Uptime SLA
Allowed Downtime/Month
Compute Instances
99.99%4.32 minutes
Block Storage
99.999%26 seconds
Object Storage
99.999%26 seconds
Load Balancers
99.99%4.32 minutes
CDN
99.99%4.32 minutes
Enterprise (Custom)
99.999%26 seconds

Service Credits

If we fail to meet our SLA, you’re eligible for service credits:

Monthly Uptime
Service Credit
99.9% – 99.99%10% of monthly bill
99.0% – 99.9%25% of monthly bill
95.0% – 99.0%50% of monthly bill
Below 95.0%100% of monthly bill

Exclusions

This SLA does not apply to:

  • Scheduled maintenance (notified 48 hours in advance)
  • Emergency maintenance for critical security updates
  • Force majeure events
  • Customer-caused outages
  • Services in beta or preview
  • Free tier services

How to Claim Credits

  1. Submit a support ticket within 30 days of the incident
  2. Include your account ID and affected resources
  3. Provide timestamps of the observed downtime
  4. We’ll review and apply credits within 10 business days

Monitoring & Reporting

Track real-time service status at status page

We publish monthly uptime reports and maintain transparent incident communication.