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Policy

Service Level Agreement

LayerOne 99.9% monthly infrastructure uptime SLA, measurement methodology, service credit schedule, exclusions, and claim procedures.

Last updated: July 12, 2026

This Service Level Agreement ("SLA") describes availability commitments for infrastructure provided by LayerOne, LLC ("LayerOne", "we", "us", or "our") to eligible VPS hosting customers. It is incorporated into our Terms of Service.

This SLA covers platform infrastructure uptime only. It does not guarantee support response times, application performance inside your VPS, or availability of third-party services.

1. Scope

This SLA applies to the hypervisor, storage subsystem, and network infrastructure that deliver your KVM VPS in our Tampa, Florida metro data center. It does not cover:

  • Guest operating system, application software, or configurations you install
  • DNS, email, or services operated outside LayerOne infrastructure
  • Planned maintenance performed on your individual VM at your request
  • DDoS attacks or traffic floods that require protective null routing or mitigation measures
  • Issues caused by account suspension under our Acceptable Use Policy or Terms of Service

2. Uptime commitment

LayerOne commits to 99.9% monthly uptime for covered infrastructure ("Monthly Uptime Percentage"). Monthly Uptime Percentage is calculated as:

((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100

"Downtime" means a confirmed platform incident during which the hypervisor or core network path prevents a material portion of customer VPS instances in Tampa from receiving normal inbound connectivity, excluding exclusions in Section 5.

3. Measurement

Uptime is measured using our internal monitoring systems and reflected on our public status page. The status page is the primary customer-facing record of platform incidents and maintenance windows.

Disputes over Downtime calculations will be resolved using LayerOne's monitoring records, which are authoritative for SLA credit purposes.

4. Service credits

If Monthly Uptime Percentage falls below 99.9% in a calendar month, eligible customers may request a service credit applied to prepaid account credit (not a cash refund):

  • 99.0% – 99.89%: 5% of that month's VPS fees for the affected service, per full 0.1% below 99.9%
  • Below 99.0%: credits continue to accrue at the same rate until the maximum credit is reached
  • Maximum credit: 100% of monthly VPS fees for the affected service in that month

Credits apply only to VPS plan fees for the specific service impacted. They do not apply to snapshots, floating IPs, account credit top-ups, taxes, or third-party charges.

To be eligible, your account must be in good standing (not suspended for billing or AUP reasons) during the incident month, and you must have an active paid VPS on the affected plan.

5. Exclusions

Downtime does not include:

  • Scheduled maintenance announced in advance on the status page or client portal
  • Emergency maintenance required for security or stability
  • Failures of customer software, misconfiguration, exhausted resources on your VPS, or expired SSH keys
  • Connectivity issues upstream of LayerOne's network providers beyond our reasonable control
  • Force majeure events (natural disasters, war, widespread utility failure, government action)
  • Suspension or termination of your service under the AUP or Terms

6. How to claim credits

Submit a credit request within thirty (30) calendar days after the end of the month in which the incident occurred:

  1. Sign in to the client portal
  2. Open a support ticket describing the affected VPS, incident timeframe, and status page incident reference (if available)
  3. We will verify eligibility and respond with credit approval or an explanation

Approved credits post to your account credit balance and may be applied to future usage.

7. Sole remedy

Service credits are your sole and exclusive remedy for failure to meet this SLA, except where prohibited by law. Credits do not entitle you to terminate your agreement or receive cash refunds unless required by applicable law.

8. Changes to this SLA

We may update this SLA by posting a revised version on our website. Changes apply prospectively and will not reduce credits for incidents that occurred before the effective date.