Service Level Agreement

Last updated: 18 May 2026

1. Overview

This Service Level Agreement ("SLA") describes the level of service Pulsar67 ("we," "us") commits to providing to our customers ("you") for our Virtual Private Server ("VPS") products. This SLA forms part of your Terms of Service.

If we don't meet the commitments described below, you may be eligible for a service credit applied to a future invoice, as described in Section 4.

2. Service Commitment

Pulsar67 commits to making each VPS available for at least 99.9% of each calendar month (the "Monthly Uptime Percentage"). This corresponds to a maximum of approximately 43 minutes 12 seconds of unplanned downtime per 30-day month.

The commitment applies to each VPS instance individually. Outages on one instance do not affect the calculation for another instance you operate.

3. How Uptime is Measured

"Downtime" means an interval during which a VPS is unreachable from the public internet via its primary IPv4 address, as measured by our external monitoring system probing from at least three geographically distinct vantage points.

Monthly Uptime Percentage is calculated as:

(Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100

Downtime is measured in one-minute increments, rounded to the nearest minute. Periods of less than 60 seconds are not counted.

4. Service Credits

If the Monthly Uptime Percentage for a VPS falls below 99.9% in a given calendar month, you are eligible for a service credit calculated as a percentage of that month's recurring fee for the affected VPS:

Monthly Uptime Percentage	Service Credit
< 99.9% but ≥ 99.0%	10% of monthly fee
< 99.0% but ≥ 95.0%	25% of monthly fee
< 95.0% but ≥ 90.0%	50% of monthly fee
< 90.0%	100% of monthly fee

Service credits are applied to your account balance and used against future invoices. They are not redeemable for cash and do not carry over if you cancel your service.

5. Exclusions

The following do not count as Downtime and are excluded from the Monthly Uptime Percentage calculation:

• Scheduled maintenance announced at least 48 hours in advance through our status page or by email.
• Emergency maintenance required to address a critical security vulnerability or stability issue, announced as soon as practical.
• Issues caused by your software, configuration, or content, including OS misconfiguration, application crashes, exhausted resources within your VPS, or self-imposed firewall rules.
• Issues caused by third-party services outside our network (e.g., your DNS provider, your CDN, your domain registrar).
• Suspension or termination of your service for violation of our Terms of Service or Acceptable Use Policy, or for non-payment.
• Force majeure events: natural disasters, war, terrorism, government action, large-scale internet infrastructure failures outside our datacenter, or other events beyond our reasonable control.
• Outages caused by DDoS attacks targeted at your specific VPS that exceed our standard mitigation thresholds, where we have offered (and you have declined) additional protection.

6. How to Claim a Credit

To receive a service credit, you must submit a request through the client area ticket system within 30 days of the end of the calendar month in which the SLA was missed. Your request must include:

• The affected VPS instance ID (visible in your client area)
• The date(s) and approximate time(s) of the downtime
• Any logs or third-party monitoring data you have, if available

We will review the request against our internal monitoring records and respond within 10 business days. If approved, the credit will be applied to your next invoice automatically.

7. Limitations

Service credits are your sole and exclusive remedy for any failure of Pulsar67 to meet the commitments in this SLA, subject to the limitation of liability in our Terms of Service.

The total service credits awarded for a single VPS in any one calendar month will not exceed 100% of the recurring fee for that VPS in that month.

8. Changes to this SLA

We may update this SLA from time to time. Material changes will be announced at least 30 days in advance through the client area and by email to the account contact on file. Continued use of the service after the effective date constitutes acceptance of the revised SLA.