Service Level Agreement.

We back our network with a 99.9% uptime guarantee (99.99% for VDS). If we fall short, you get service credits — no fine print games.

Last updated: 26 June 2026

1. Uptime Commitment

Neqtor guarantees 99.9% monthly network uptime for Cloud VPS, web hosting and dedicated cloud servers, and 99.99% for VDS. Uptime covers core network availability for HTTP, FTP, POP, IMAP and SMTP services.

2. Definitions

  • Monthly Uptime % = (total minutes in the month − eligible downtime minutes) ÷ total minutes × 100.
  • Downtime = a period in which your service is unreachable at the network edge, confirmed by our monitoring.
  • Service Credit = a percentage of the affected service's monthly fee, applied to a future invoice.

3. Service Credit Schedule

Monthly UptimeService Credit
99.0% – 99.9%10% of monthly fee
95.0% – 98.99%25% of monthly fee
90.0% – 94.99%50% of monthly fee
Below 90.0%100% of monthly fee

Credits are calculated on the affected service's recurring monthly fee and may not exceed 100% of that fee for the month in question. Credits are applied to future invoices and are not redeemable for cash.

4. Exclusions

The following do not count as eligible downtime:

  • Scheduled or announced maintenance windows.
  • Issues caused by your applications, configuration, scripts or content.
  • Suspension or termination due to violations of our Terms of Service or non-payment.
  • DDoS attacks, abuse mitigation and emergency security actions.
  • Force majeure events beyond our reasonable control.
  • Outages of third-party services not operated by Neqtor.

5. How to Claim a Credit

Open a ticket with our support team within 30 days of the incident, including the affected service and the approximate dates and times of the downtime. We will verify the event against our monitoring and apply any eligible credit to your next invoice.

6. Backups & Data

This SLA covers network availability only. Backups are provided for disaster recovery on a best-effort basis; you remain responsible for maintaining independent backups as described in our Terms of Service.

7. Changes

We may update this SLA from time to time. The version published on this page applies to the current billing period.

8. Contact

Questions about this SLA or to file a credit request: [email protected].