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Legal

Service level agreement

Last updated: July 6, 2026. This is a general template pending legal review.

1. The commitment

Every osdo cloud hosting service carries a99.9% uptime commitment per calendar month. That number is on every page of this site because we're prepared to be held to it — this document is how.

2. How uptime is measured

  • Monthly uptime = (minutes in the month − downtime minutes) ÷ minutes in the month, per affected service.
  • Downtime means the service does not respond to network requests at our datacenter's edge, as recorded by our 24/7 monitoring — the same monitoring the osdo crew is paged by.
  • Downtime starts when our monitoring registers the outage (or you report it, whichever is earlier) and ends at restoration.

3. What doesn't count as downtime

  • Scheduled maintenance, announced at least 48 hours ahead and performed in low-traffic windows.
  • Emergency security maintenance that cannot responsibly wait for a window.
  • Issues caused by your own actions or applications — broken deployments, resource exhaustion within your plan, DNS you manage elsewhere, or suspensions under the AUP.
  • Force majeure: events beyond reasonable control, including upstream carrier failures, regional power grid failures and natural disasters.
  • Third-party services in front of your site (for example an external CDN or registrar) that we do not operate.

4. Service credits

When monthly uptime for your service falls below the commitment, you can claim a credit on that service's monthly fee:

  • Below 99.9% → 10% of the monthly fee
  • Below 99.0% → 25% of the monthly fee
  • Below 95.0% → 100% of the monthly fee

Credits are applied to upcoming invoices for the affected service (annual terms are credited pro-rata on the monthly equivalent). Credits are not paid out in cash.

5. How to claim

  • Email billing@osdocloud.com within 14 days of the incident, naming the service and the outage window.
  • We reconcile against our monitoring records and confirm the credit within 7 business days.

6. Scope

Credits under this SLA are your sole and exclusive remedy for availability shortfalls, as set out in theTerms of Service. This SLA covers service availability; it does not apply to beta features or to services explicitly labeled as unmonitored.