Service Level Agreement (SLA)
Version 1.0 – September 2025 – Simplestack
Simplestack guarantees a monthly uptime of at least 99.99% on all applicable services.
If simplestack fails to meet this SLA, and the customer has complied with Terms and Conditions and SLA, the customer is entitled to financial credit.
Applicable Services
- Instances within the Compute service
- Block and Object storage within the Storage service
- Internal networking between Storage and Compute resources
- Public networking to Storage and Compute resources
Definition of Downtime
- Instances – Loss of external connectivity or persisted disk access for all running instances
- Object storage – Loss of connectivity to the API
- Block storage – Loss of persistent disk access for the running instance where the volume is mounted
- Networking – Loss of external connectivity or internal network connectivity
Note: Connectivity issues caused by VPN services are excluded.
Scheduled Maintenance
Scheduled maintenance occurs during the defined maintenance window. Customers are notified at least 14 days in advance via the registered email address.
Services may be partially or fully unavailable during maintenance.
Scheduled maintenance is excluded from availability calculations unless it exceeds the announced timeframe.
Maintenance window: Mondays and Wednesdays, midnight – 04:00 AM CEST
Emergency Maintenance
In urgent cases requiring immediate intervention, simplestack may perform emergency maintenance. Customers will be notified as quickly as possible via the registered email address. Downtime during emergency maintenance is included in availability calculations.
Credit Policy
- 99.00% – 99.99% uptime 10% credit
- 95.00% – 98.99% uptime 25% credit
- Less than 95.00% uptime 50% credit
Availability Calculation
Monthly Uptime % = (Total minutes in the month – Total downtime minutes) / Total minutes in the month
Requesting Financial Compensation
Customers must notify simplestack within 30 days of the downtime event. Credits will be issues to cover cost of future services. Approved credits are applied within 30 days of approval.
Maximum credit: Compensation in any month will not exceed 50% of the customer’s monthly invoice.
Note: Credits cannot be transferred, shared, or exchanged for cash or other currencies.
Exclusions
This SLA does not cover:
- Features labeled Alpha or Beta
- Downtime caused by factors beyond simplestack’s reasonable control
- Issues caused by customer or third-party software/hardware
- Issues due to system limitations defined in the dashboard
- Issues due to rate limiting
