Support SLA
We classify incidents by priority (P1/P2/P3) and maintain 24/7 on-call coverage. Exact response-time figures are to be confirmed by the owner — we don't publish unverified numbers like 99.99%.
Priorities
Critical
Server or service is completely down / unreachable.
Response time: to be confirmed
High
Major functionality is degraded, but operations continue.
Response time: to be confirmed
Normal
Question, minor issue, or planned task.
Response time: to be confirmed
24/7 — an honest explanation
24/7 means there is always someone on call for critical incidents. It does not mean every question is resolved in one second. We will measure and publish real response times.
We do not promise an uptime percentage (e.g. 99.99%) without confirmed measurements.
Frequently asked questions
What is your uptime guarantee?
We will publish a specific uptime figure only after validating it with real monitoring and measurements. We don't provide unverified numbers.
What is P1?
P1 is a critical incident: the server or service is completely down. Our 24/7 on-call team responds immediately in such cases.
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