Do you have an SLA for uptime?

Uptime is important, there's no denying it, many decisions of who to host with are decided upon their reliability, and at Cloudrack we're willing to put our money where our mouth is!

Which is why we offer 10x your money back for every minute of downtime.

What we cover:

We provide a 100% uptime SLA, meaning we guarantee 100% uptime on all Cloudrack hardware and network connectivity. If your service is offline due to a Cloudrack unscheduled hardware window or network failure for more than 0.01% of the time (4 minutes), you may request a pro-rata credit for the downtime. 

What is not covered:

• Scheduled maintenance - work announced via tickets and via our Status page does not constitute 'downtime' and will not be credited.

• Upstream connectivity issues - issues where Datacentre or Transit Carrier failure or DDoS (Distributed Denial of Service) are impacting customer routes to the cloud, but the VMs remain 'online'.  

• Service suspension - where VMs or services are disabled due to lack of timely payment against outstanding invoices.