Overview
PrivateByte is committed to delivering a reliable cloud hosting experience. Our Service Level Agreement (SLA) outlines the uptime guarantee for all core infrastructure services and explains how credits are applied in the event of downtime.
Uptime Commitment
PrivateByte guarantees a minimum monthly uptime of 99.9% for all VPS, bare-metal, and network services. Uptime is measured per calendar month.
| Availability | Maximum Downtime | Credit Eligibility |
|---|---|---|
| 99.9% – 100% | ≤ 43 minutes | No credit |
| 99.0% – 99.8% | 44 minutes – 7 hours | 10% service credit |
| 98.0% – 98.9% | 7–14 hours | 25% service credit |
| 97.0% – 97.9% | 14–22 hours | 50% service credit |
| < 97.0% | > 22 hours | 100% service credit |
Credits apply only to the affected service, not the entire account.
What Is Counted as Downtime?
- Complete loss of network connectivity
- Node-level hardware failure resulting in service unavailability
- Datacenter power outages
- Infrastructure maintenance exceeding scheduled windows
What Is NOT Counted as Downtime?
- Scheduled maintenance (announced 24+ hours in advance)
- DDoS attacks beyond mitigation capacity
- User-side software issues or misconfiguration
- Account suspension due to non-payment or AUP violations
- Force majeure events (as defined in TOS)
How to Request SLA Credits
- Open a ticket under Billing → SLA Credit Request
- Include:
- Service ID
- Dates and times of downtime
- Any logs or monitoring evidence (optional)
- Credit will be reviewed and applied within 3–5 business days
Note: SLA credits are provided as account credit only and cannot be withdrawn.
Need Help?
For SLA questions or support, contact us:
Email: [email protected]
Telegram: @PrivateByteSupport
