This Service Level Agreement (SLA) describes the availability CarlHost commits to for its services, and the service credits you receive if we do not meet it. It applies to VPS, Game Servers, VPN and IP Transit and is part of our Terms of Service.
1. Our commitment
CarlHost guarantees a monthly availability of 99.9% for the network and the infrastructure (power, cooling and host hardware) that runs your service.
2. How availability is calculated
Availability is measured per calendar month, per service:
Availability % = (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100
Downtime is any period of at least 5 consecutive minutes in which your service is unreachable because of a problem on our side. In a 30-day month, 99.9% allows at most 43 minutes of downtime.
| Availability | Max downtime / month |
|---|---|
| 99.9% | ≈ 43 min |
| 99.0% | ≈ 7 h 12 min |
| 95.0% | ≈ 36 h |
3. Service credits
If availability falls below 99.9% in a month, you can claim a credit on the monthly fee of the affected service:
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.9% | 10% of the monthly fee |
| 95.0% – 99.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credits are applied to your next invoice and cannot be exchanged for cash. The total credit for one month cannot exceed 50% of the monthly fee of the affected service.
4. What is not covered
- Scheduled maintenance announced at least 48 hours in advance.
- Problems caused by you, your software, your configuration or your users.
- Denial-of-service attacks directed at your service.
- Suspensions for unpaid invoices or for breaches of our Acceptable Use Policy.
- Problems in networks outside CarlHost's control, such as your internet provider.
- Events outside our reasonable control (force majeure).
5. How to claim a credit
Send a request to support@carlhost.com within 14 days after the end of the month in which the downtime happened. Include your service ID and the approximate date and time of the downtime. We check every claim against our monitoring data and reply within 5 business days.
6. Changes to this SLA
We may update this SLA. Changes that reduce your rights take effect from your next billing period and are announced by email.