Service Level Agreement

This Service Level Agreement ("SLA") defines the performance commitments EstFlux makes to customers who have active, paid VPS hosting subscriptions. This SLA is incorporated by reference into EstFlux's Terms of Service.

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1. Scope

This SLA applies to all active paid VPS instances on any EstFlux Boost plan. It covers the availability of your virtual server and associated network connectivity as measured from EstFlux's infrastructure boundary. It does not cover issues within your operating system, applications, or resulting from actions taken by you or your authorized users.

2. Uptime Commitment

EstFlux guarantees a monthly uptime of 99.9% for all VPS instances. This translates to a maximum of approximately 43.8 minutes of allowed downtime per month.

Uptime is measured as the percentage of minutes in a calendar month during which your VPS instance was operational and reachable over the network, excluding scheduled maintenance windows.

3. Definitions

• Downtime: A period during which your VPS instance is unable to accept or respond to network connections for reasons within EstFlux's control, lasting more than 5 consecutive minutes.
• Scheduled Maintenance: Planned maintenance activities announced at least 24 hours in advance via email or status page. Scheduled maintenance does not count toward downtime.
• Emergency Maintenance: Unannounced maintenance required to address critical security vulnerabilities or imminent infrastructure failures. We aim to notify within 1 hour of commencement. Emergency maintenance of less than 30 minutes per incident does not count toward downtime.
• Monthly Uptime Percentage: ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

4. Service Credits

If monthly uptime falls below 99.9%, you are eligible for service credits according to the table below. Credits are applied to your next invoice as a deduction — they are not issued as cash refunds.

Monthly Uptime	Downtime (approx.)	Credit
99.9% – 100%	< 44 min	No credit (within SLA)
99.0% – 99.9%	44 min – 7.3 h	10% of monthly fee
95.0% – 99.0%	7.3 h – 36.5 h	25% of monthly fee
90.0% – 95.0%	36.5 h – 73 h	50% of monthly fee
< 90.0%	> 73 h	100% of monthly fee

Maximum credit in any calendar month is 100% of the monthly fee for the affected service. Credits do not carry over to subsequent months.

5. Exclusions

The following are excluded from uptime calculations and do not qualify for SLA credits:

• Scheduled maintenance windows announced ≥ 24 hours in advance
• Emergency maintenance under 30 minutes per incident
• Downtime caused by actions you took (OS misconfiguration, kernel panic, accidental deletion)
• Downtime caused by third-party software or code running on your instance
• DDoS attacks targeting your IP address — we will null-route IPs under heavy attack to protect network integrity; this null-routing period is excluded from SLA calculations
• Service suspension due to non-payment or AUP violations
• Force majeure events: natural disasters, power outages beyond the data center's UPS capacity, acts of government
• Internet routing issues outside EstFlux's network boundary

6. Support Response Times

Support is provided via email and the ticket system at estflux.com. Response time targets are:

Priority	Description	First Response Target
Critical	Server completely unreachable, total service loss	< 4 hours
High	Significant performance degradation, partial outage	< 8 hours
Normal	Non-urgent technical questions, feature requests	< 24 hours
Billing	Invoice questions, payment issues	< 24 hours

Response time targets are measured during business hours (09:00–18:00 EET, Monday–Friday). Critical issues are monitored outside business hours on a best-effort basis. Response time SLA is not subject to service credits; it is a target, not a guarantee.

7. Network SLA

EstFlux commits to the following network performance targets for the Estonian (Tallinn) location:

• Uplink capacity: 500 Mbit/s dedicated per server
• Network availability: 99.9% monthly (same calculation as server uptime)
• Packet loss target: < 0.1% within EstFlux's network under normal conditions
• Internal latency: < 1 ms within the Tallinn facility

Network SLA credits follow the same structure as the server uptime credit table in Section 4.

8. Claiming Credits

To claim an SLA credit:

1. Submit a support ticket within 14 days of the incident concluding
2. Include your server ID, the approximate start and end time of the downtime, and a brief description of the impact
3. Our team will verify the incident against monitoring data and respond within 5 business days
4. Approved credits will be applied to your next invoice

We reserve the right to reject credit claims that are submitted after the 14-day window or that cannot be verified against our infrastructure monitoring records.

9. SLA Limitations

Service credits described in this SLA are your sole and exclusive remedy for EstFlux's failure to meet uptime commitments. Credits do not constitute acknowledgment of fault or liability beyond the credit amount. This SLA does not modify or limit the Limitation of Liability provisions in EstFlux's Terms of Service.

Questions about this SLA? Contact us at support@estflux.com.