# SLA

### Technical Support

SERVER1 provides ticket-based technical support for items covered under our [**Tiers of Support**](https://mygo-1.gitbook.io/docs/platforms/server1-hosting-solutions/support/broken-reference) at no extra cost.

Beyond this, SERVER1 does **not** provide support for custom scripts, third-party software, or development work of any kind, nor for services held with third-party providers.

### Business Hours

We are available **24/7/365** to serve our global clientele.

* **Live Chat:** 24/7/365
* **Ticket Support:** 24/7/365
* **Billing Support:** Monday–Friday during business hours (local time)

> Note: Exact holiday calendars do not affect technical support availability.

### Response Time

Our teams respond to tickets as quickly as possible and in the **order received**. Priority may be adjusted for verified service-affecting incidents.

### Uptime Guarantee

SERVER1 promises a **99.9999% network & power uptime**. This equates to no more than **\~31.6 seconds of downtime per year**.

If our **network** or **power** experiences downtime beyond this, SERVER1 will provide **account credit upon request** (via support ticket) for the cost of the full day(s) affected by that downtime.

**Exclusions:** SSLs, domain registrations, software licenses are not covered by this network/power uptime guarantee.

### Conditions

Account credit under this SLA applies **only** to downtime **directly related** to connectivity to our **network** and **power**. Credits or compensation are **not** issued for interruptions caused by:

* Scheduled or emergency maintenance windows
* ISP failures, routing issues, DDoS upstream filtering, or any third-party blocking connectivity
* Customer default configurations or configurations made by/on behalf of the account owner
* Actions requested or performed by the account owner (including but not limited to reboots, reinstalls, migrations, firewall changes)
* Suspensions/terminations resulting from non-payment, Terms of Service violations, or suspected fraud
* Application, operating system, or control panel faults not caused by SERVER1’s network/power
* Third-party software, code, scripts, or content installed on our services (customer responsibility)

This uptime guarantee applies strictly to the **ability to connect to and access our network**. Only the inability to do so qualifies as “downtime” under this SLA.

### How to Claim Credit

1. **Open a ticket** within **7 days** of the incident, selecting **Billing** or **SLA/Uptime**.
2. Include: affected service ID/hostname, timestamps (UTC), traceroute/ping or monitoring logs if available.
3. Our team will **verify** the outage against internal monitoring and, if eligible, **apply credit** equal to the cost of the affected full day(s).

> Credits are issued as **service credits** toward future invoices and have no cash value. Credits cannot exceed the monthly recurring charge of the affected service for the billing period in which the outage occurred.

### Definitions

* **Downtime (SLA):** Loss of external connectivity to SERVER1’s network or loss of datacenter power affecting your service, as confirmed by SERVER1 monitoring.
* **Scheduled Maintenance:** Planned work announced in advance via status page, email, or client portal notices. Scheduled maintenance is excluded.
* **Emergency Maintenance:** Unplanned but necessary actions to preserve stability/security; excluded from SLA.

### Your Responsibilities

* Keep **contact, billing, and abuse/security** emails up to date.
* Maintain **valid payment method(s)** to avoid suspension.
* Secure your systems (updates, patches, passwords, 2FA) and back up critical data according to your RPO/RTO.

### Related

* [Tiers of Support & Scope](https://mygo-1.gitbook.io/docs/platforms/server1-hosting-solutions/support/broken-reference)