Service Level Agreement
Last updated: April 12, 2026
This Service Level Agreement ("SLA") defines the uptime commitments, provisioning timelines, response times, and credit policies for all Anubiz Host services. By purchasing any service, you agree to the terms outlined below.
Operating Hours & Response Times
Operating hours: 08:00 – 22:00 GMT (Reykjavik time), Monday through Friday.
Average response time: Up to 6 hours during operating hours.
Weekends & holidays: Our team operates with reduced staff on weekends and public holidays. Response times and provisioning may take longer than the standard estimates listed below.
Overnight (22:00 – 08:00 GMT): Reduced team availability. Tickets submitted overnight will be addressed during the next business window.
Critical infrastructure is monitored 24/7 regardless of operating hours. Automated alerts are in place for server downtime, network issues, and hardware failures.
Provisioning Times & Uptime Guarantees
| Service | Setup Time | Uptime Target |
|---|---|---|
| Standard VPS (Germany, Austria) | Up to 24 hours | 99.9% |
| Offshore VPS (Romania, Iceland, Finland, Ukraine, Switzerland) | Up to 24 hours | 99.5% |
| Dedicated Servers | 48–72 hours (varies by location) | 99.9% |
| VPN Setup | Same day (after VPS provisioning) | Same as underlying VPS |
| Full Node (Bitcoin, Monero, Lightning) | 48–72 hours* | 99.5% |
* Full Node setup includes server provisioning. Initial blockchain synchronization may take additional time depending on chain size and network conditions. Dedicated server setup time varies by datacenter location and hardware availability.
All provisioning times are estimates during standard operating hours. Weekend and overnight orders may experience longer setup times.
How We Measure Uptime
Uptime is calculated as the percentage of time the server's network and hardware are operational during a calendar month, excluding scheduled maintenance windows.
Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100
Downtime begins when the server becomes unreachable via our monitoring systems and ends when connectivity is restored. Brief interruptions under 5 minutes are not counted.
SLA Credit Policy
If we fail to meet the uptime target for your service during a calendar month, you are entitled to a proportional service credit applied to your next invoice:
| Monthly Uptime | Credit Amount |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 98.0% – 98.99% | 10% of monthly fee |
| 95.0% – 97.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to claim: Submit a support ticket within 7 days of the incident. Include the affected service, dates, and times. We will verify the claim against our monitoring records.
Maximum credit: SLA credits shall not exceed 50% of the monthly service fee. Credits are non-refundable and non-transferable — they apply only to the affected service.
SLA Exclusions
The following events are excluded from uptime calculations and do not qualify for SLA credits:
- Scheduled maintenance (announced at least 48 hours in advance)
- DDoS attacks or other malicious external traffic targeting the client's IP
- Force majeure events (natural disasters, war, government actions, pandemic)
- Third-party infrastructure issues beyond our direct control
- Client-initiated actions (reboots, reinstalls, configuration changes)
- DNS propagation delays
- Third-party software or services installed by the client
What This SLA Does NOT Cover
The SLA applies to infrastructure availability only. The following are your sole responsibility:
- Content hosted by the client — we do not monitor, moderate, or take responsibility for content uploaded to your server
- Client-made configuration changes — including firewall rules, software installs, and OS modifications
- Client-side network issues — problems with your ISP, local network, or DNS configuration
- Performance degradation caused by exceeding allocated resources (CPU, RAM, bandwidth)
- Data loss due to lack of client-managed backups
- Applications or scripts causing excessive resource usage or instability
Our Commitment
- 24/7 infrastructure monitoring across all datacenters
- Redundant network connectivity and power supply
- Scheduled maintenance announced at least 48 hours in advance
- Transparent communication during incidents via support channels
- Fair and prompt SLA credit processing
- Average 6-hour response time during operating hours
Questions & Claims
For SLA credit claims or questions about this agreement, contact us:
- Email: [email protected]
- Telegram: @Bshsgjai
- Support ticket via your dashboard
Anubiz Host reserves the right to modify this SLA at any time. Changes take effect immediately upon publication. Continued use of our services constitutes acceptance of the updated SLA.