This Service Level Agreement ("SLA") describes the uptime commitment that applies to paid ServerBorn hosting plans and the service credits available if we fall short. It is part of our Terms of Service.
Section 01Service Commitment
We commit to making the ServerBorn hosting service available to your site at least 99.9% of the time in any given calendar month, measured as described in Section 03 below. 99.9% in a 30-day month equates to no more than 43 minutes 12 seconds of qualifying downtime.
Section 02Downtime Defined
"Downtime" means a continuous period of one minute or more during which the origin host serving your site cannot respond to a successful HTTP request initiated from outside our network because of a problem in infrastructure that we operate. Reduced performance, transient packet loss, application-level errors in your own code, and content cached and served by the Cloudflare edge during an origin outage do not count as Downtime.
Section 03Measurement
We measure availability with the following methodology:
- External probes located on at least three independent networks make a successful HTTPS request against a canonical health endpoint on each customer's primary site once per minute.
- A minute is counted as "Down" only if all probes fail in the same minute and the failure can be attributed to infrastructure we operate.
- Monthly Uptime Percentage is calculated as: (Total Minutes in Month minus Down Minutes) divided by Total Minutes in Month, multiplied by 100.
Probe logs and incident records are retained for at least 13 months and are available to you on reasonable request.
Section 04Exclusions
The following do not count toward Downtime:
- Scheduled maintenance announced at least 48 hours in advance through the panel or our status page, conducted during a published maintenance window.
- Emergency maintenance required to prevent an imminent threat to security or stability, where prior notice was not practical.
- Customer fault including application errors in customer code, exhausted plan resources, failed deployments, expired SSL certificates the customer manages directly, DNS misconfiguration outside our control, suspended accounts, and AUP violations.
- Force majeure events outside our reasonable control, including natural disasters, war, civil unrest, government action, upstream backbone failure, and large-scale internet-wide outages.
- Third-party services not operated by us, including the customer's domain registrar, customer-provided DNS, third-party CDNs not part of our standard stack, and external APIs called by customer code.
- Periods of less than one minute in continuous duration.
Section 05Service Credits
If the Monthly Uptime Percentage falls below 99.9% in a calendar month, you are eligible for a service credit applied to a future invoice on a sliding scale:
- 99.5% to under 99.9%: 10% credit of that month's plan fee.
- 99.0% to under 99.5%: 25% credit.
- 95.0% to under 99.0%: 50% credit.
- Below 95.0%: 100% credit.
The maximum credit issued under this SLA in any single calendar month is 100% of the plan fee for that month. Credits do not apply to overages, add-ons, one-time fees, or third-party charges, and they have no cash value.
Section 06How to Request a Credit
Where we detect a qualifying Downtime event affecting your site, we will apply the credit to your next invoice automatically. If you believe a credit is owed but has not been applied, send a request to support@serverborn.com within 30 days of the end of the affected month, including (a) your account email, (b) the affected primary site URL, and (c) the dates and approximate times of the outages. We will respond within 10 business days.
Section 07Sole Remedy
The service credits described in this SLA are your sole and exclusive remedy for any failure of the services to meet the uptime commitment.
Section 08Modifications
We may modify this SLA from time to time. Material changes will be posted at this URL with an updated "Last updated" date, and we will make a reasonable effort to notify active customers at least 30 days before the change takes effect.