BenuCloud targets 99.9% monthly uptime for eligible shared, reseller, and managed services, measured at the network edge excluding scheduled maintenance announced at least 24 hours in advance.
1. Exclusions
Downtime caused by customer misconfiguration, upstream ISP issues outside our control, DDoS attacks exceeding purchased mitigation capacity, or emergency maintenance is excluded from uptime calculations.
2. Credits
If uptime falls below the published threshold in a calendar month, you may request a service credit by filing a ticket within 15 days. Credits are applied to future invoices and are capped as described in your service order.
3. Sole remedy
SLA credits are your sole and exclusive remedy for availability failures unless mandatory law provides otherwise.