Service Level Agreement
We commit to 99.9% monthly availability of network and power for every server. If we miss it, you get credit back without having to argue for it.
1. Commitment
GPUlayer guarantees that the network and power serving each active service will be available at least 99.9% of every calendar month, which allows about 43 minutes of downtime. This SLA forms part of our Terms of Service and applies to accounts in good standing.
2. Definitions
- Downtime is a period of 5 or more consecutive minutes during which your server cannot send or receive traffic over our network, or loses power, because of a failure within our control.
- Monthly uptime is the total minutes in the month minus downtime, divided by the total minutes in the month.
- Monthly fee is the recurring charge for the affected service, excluding add-ons and setup charges.
3. Service credits
| Monthly uptime | Credit of monthly fee |
|---|---|
| 99.9% or higher | None, the commitment is met |
| 99.0% to 99.9% | 10% |
| 95.0% to 99.0% | 25% |
| 90.0% to 95.0% | 50% |
| Below 90.0% | 100% |
Credits are applied to your account balance against future invoices. They are not paid in cash, and total credits in a month cannot exceed 100% of the monthly fee of the affected service. If monthly uptime falls below 99.0% in three consecutive months, you may cancel the affected service without penalty.
4. Hardware replacement
For dedicated and GPU servers, we replace failed hardware, including GPUs, within 4 hours of confirming the failure. For each additional hour beyond that, you receive a credit of 5% of the monthly fee, up to 100%. Time spent restoring your data or operating system is not included.
5. Support response
| Priority | Example | First response |
|---|---|---|
| Critical | Server unreachable, suspected hardware failure | 30 minutes |
| High | Degraded performance, network loss | 2 hours |
| Normal | Configuration questions, billing | 12 hours |
Response targets are goals, not credit-bearing commitments.
6. Scheduled maintenance
We announce scheduled maintenance at least 72 hours in advance by email. Maintenance is performed between 1:00 and 6:00 local time of the affected region and does not count as downtime, up to 4 hours per month. Emergency maintenance to fix a critical security vulnerability may happen with shorter notice. We will explain why.
7. Exclusions
Downtime does not include outages caused by:
- Your software, configuration, operating system or actions, including firewall rules that block our monitoring.
- Suspension under the Terms of Service or the Acceptable Use Policy, including for non-payment.
- Denial-of-service attacks against your services, and mitigation such as null-routing applied to protect the network.
- Failures of networks, providers or services outside our control, including internet routing problems beyond our border routers.
- Force majeure events such as natural disasters, war, terrorism or government action.
- Features labelled preview or beta.
8. Making a claim
Open a ticket or email support@gpulayer.org within 30 days after the end of the month in which the downtime occurred. Include the affected service, the dates and times of the downtime and any traceroutes or monitoring data you have. We confirm valid claims within 10 business days and apply credit to your next invoice. Claims are checked against our own monitoring records, which take precedence.
Questions about this document
GPUlayer LLC
2445 Dunheath Ln, Dardenne Prairie, MO 63368