Service Level Agreement.

KattaCloud guarantees a monthly network and platform uptime of 99.9% for all VPS services.

“Uptime” is measured as the percentage of time in a calendar month during which your VPS is reachable and the underlying platform is operational. Planned maintenance is excluded from the calculation, provided we give at least 24 hours’ advance notice.

• 99.9% — allows up to ~43 minutes of downtime per month.
• 99.5% — allows up to ~3.6 hours of downtime per month.
• Below 99.5% — the maximum credit tier applies.

If uptime in a calendar month falls below 99.9%, you are eligible for the following service credits, applied to your next invoice:

• 99.5% – 99.9% — 10% credit of the monthly fee for the affected service.
• 99.0% – 99.5% — 25% credit of the monthly fee for the affected service.
• Below 99.0% — 50% credit of the monthly fee for the affected service.

Credits are the sole and exclusive remedy for failure to meet the uptime commitment. To claim a credit, submit a support ticket within 30 days of the affected month.

The uptime commitment does not apply to downtime caused by:

• Planned maintenance with at least 24 hours’ notice.
• Issues with your own applications, configurations, or third-party services.
• Force majeure events (natural disasters, power outages, major network failures beyond our control).
• Abuse or a violation of our Acceptable Use Policy by you or another customer.

We publish real-time service status and incident history on our status page. You can subscribe to email and webhook alerts for the regions you use. During a major incident, we provide regular updates until resolution.

Questions about this SLA? Contact us at [email protected].