Service Level Agreement
Effective Date: June 1, 2025
This Service Level Agreement ("SLA") applies to dedicated server, colocation, and cloud services provided by MinRTT Inc and forms part of our Terms of Service. It does not apply to optional add-ons or one-time services unless explicitly stated in writing.
1. Network Uptime
We commit to 99.9% network availability measured monthly, calculated as:
(Total minutes in month − Eligible Downtime) / Total minutes in month
"Network availability" means the ability to reach our edge routers from the public internet. Availability is measured from the perspective of our upstream transit providers, not from a single customer location.
2. Higher Availability Tiers
For workloads where a single-server, single-data-center deployment is sufficient, our infrastructure is engineered for 100% uptime: dual-homed transit, LACP-bonded server connectivity, redundant power, and 24/7 hardware response. We guarantee 99.9% because no single-DC deployment can honestly promise more, but we build toward perfect.
If that is not good enough (for example, regulated workloads with strict availability requirements, global low-latency applications, or true geographic redundancy), we offer 100% uptime solutions built on redundant anycast architectures spanning multiple data centers. These deployments are fully managed by our team and include active-active failover, BGP-controlled traffic steering, and continuous health monitoring across all sites. Pricing starts at $2,500/month for a complete solution: two fully managed servers across two data centers with a dedicated /24 anycast announcement. Contact sales@minrtt.com to discuss requirements.
3. Hardware Replacement
For dedicated server and colocation customers, we will begin diagnosis of suspected hardware faults within 2 hours of a support ticket being opened, and replace confirmed failed components within 4 hours of confirmation, 24/7. Replacement applies to drives, memory, power supplies, NICs, and similar field-replaceable parts. Whole-chassis replacement may take longer depending on spare availability and will be communicated case-by-case.
This applies only to hardware we own. Customer-owned colocation hardware is the customer's responsibility; we will provide remote hands at standard rates.
4. Scheduled Maintenance
We schedule maintenance during low-usage windows (00:00–06:00 US Central Time) where possible. Standard maintenance is announced at least 72 hours in advance via email and the control panel. Emergency maintenance (security patches, urgent hardware intervention) may be performed without notice when delay would put customer data, service stability, or the network at greater risk.
Time spent in announced or emergency maintenance does not count as downtime.
5. Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- DDoS attacks against the customer, including null routing as described in our AUP. Customers requiring uptime during attacks should purchase our paid DDoS protection add-on or our anycast tier described in Section 2.
- Issues caused by the customer's own software, operating system, configuration, firewall rules, or applications.
- Issues caused by third-party services or networks outside our control, including upstream transit failures we have already engineered around (we are multi-homed; single-carrier failures should not be customer-visible, but multi-carrier failures may be).
- Scheduled maintenance announced under Section 4.
- Emergency maintenance under Section 4.
- Force majeure: natural disasters, war, terrorism, government action, utility failures beyond our facility, and similar events outside our reasonable control.
- Suspension or termination for breach of the Terms of Service or AUP.
- Failures of customer hardware (in colocation) or customer-installed components.
- Any period during which the customer has unpaid invoices more than 14 days past due.
6. Service Credits
If we fail to meet the 99.9% network uptime commitment in a calendar month, eligible customers may request a service credit equal to five times the prorated value of the downtime:
Credit = 5 × (Eligible Downtime in minutes / Total minutes in month) × Monthly fee for affected service
99.9% uptime corresponds to approximately 43 minutes of allowed downtime per 30-day month. If downtime stays within that allowance, no credit applies. Once exceeded, all eligible downtime for that month counts toward the credit calculation.
Worked examples (assuming a $1,000/month service, 30-day month, 43,200 total minutes):
| Eligible Downtime | Credit |
|---|---|
| Up to 43 minutes | $0 (within SLA) |
| 1 hour | $6.94 |
| 4 hours | $27.78 |
| 12 hours | $83.33 |
| 24 hours | $166.67 |
| 6 days or more | $1,000 (capped) |
If we miss a hardware replacement commitment under Section 3, the period beyond the stated response time counts as Eligible Downtime for the purpose of this calculation, and may itself cause the 99.9% threshold to be exceeded.
Credits are capped at 100% of the monthly fee for the affected service in the month the downtime occurred, regardless of cause or number of incidents. Credits are applied to the next invoice, are not redeemable for cash, and do not extend beyond the current month of service.
7. Claim Process
To request a service credit:
- Open a support ticket within 30 days of the end of the affected month.
- Include the affected service ID, the dates and times of the incident(s), and any reference numbers from our status updates.
- We will review and respond within 10 business days. If we agree the SLA was missed and the incident is not excluded under Section 5, the credit will appear on your next invoice.
Failure to submit a claim within 30 days waives the right to credit for that month.
8. Sole Remedy
Service credits under this SLA are your sole and exclusive remedy for any failure to meet these service levels. Our total liability for any SLA failure in any given month is limited to the monthly fee paid for the affected service for that month. This SLA does not expand the limitations of liability in the Terms of Service.
9. Changes
We may update this SLA with 30 days' notice. Changes apply prospectively only and do not affect credits already accrued.
Contact: Submit a support ticket / sales@minrtt.com / +1.844.818.2656 / 14425 Falcon Head Blvd BUILDING E, Suite 100, Austin, TX 78738.