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SERVICE LEVEL AGREEMENT (SLA)
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Last Updated: October 30, 2026
42U Networks L.L.C. ("42U Networks") is committed to delivering dependable,
high-performance infrastructure and network connectivity. This Service Level
Agreement ("SLA") establishes our availability commitments, how downtime is
measured, the calculation and issuance of service credits, and specific
exclusions from coverage.
This SLA constitutes an integral part of the 42U Networks Terms of Service
and applies to all active paid services provided by 42U Networks L.L.C.
CLAIM WINDOW:
To claim an SLA service credit, you must open a billing or support ticket
via the customer portal within seven (7) calendar days of the conclusion of
the service interruption. SLA credit claims submitted after seven (7) days
are barred and will not be processed.
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1. UPTIME COMMITMENT TABLE
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+-------------------+-----------------+----------------------------------------+
| SERVICE | COMMITMENT | MEASUREMENT SCOPE |
+-------------------+-----------------+----------------------------------------+
| Web Hosting | 99.95% monthly | Availability of your hosting instance |
| | | and HTTP/web stack from network edge |
+-------------------+-----------------+----------------------------------------+
| Virtual Private | 99.95% monthly | Host hypervisor node availability and |
| Servers (VPS) | | upstream network reachability to node |
+-------------------+-----------------+----------------------------------------+
| Dedicated Servers | 99.95% monthly | External network reachability to the |
| | | server switch port and assigned IP(s) |
+-------------------+-----------------+----------------------------------------+
| Game Server | 99.95% monthly | Host daemon/node availability and |
| Hosting | | network reachability to assigned ports |
+-------------------+-----------------+----------------------------------------+
| Colocation | 99.95% monthly | Redundant power delivery to cabinet/ |
| | | cage and switch port connectivity |
+-------------------+-----------------+----------------------------------------+
| IP Transit / BGP | 99.95% monthly | Handoff port availability and route |
| | | propagation from our edge routers |
+-------------------+-----------------+----------------------------------------+
A commitment of 99.95% monthly availability allows for approximately
twenty-two (22) minutes of unscheduled downtime across a standard 30-day billing
cycle before credit thresholds are triggered.
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2. MEASUREMENT OF DOWNTIME
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Downtime is defined as an unscheduled, catastrophic interruption of service
during which your service is entirely unreachable or inoperable as described
in the measurement scope above, caused directly by a fault within the core
network, hardware, or virtualization platforms operated by 42U Networks.
- Downtime is measured on an individual-incident basis, beginning from the
timestamp when the interruption is verified by our automated external
monitoring systems or when an emergency support ticket is acknowledged,
continuing until normal operational connectivity is restored.
- 42U Networks monitors systems internally and via geographically diverse
external probe locations. You are encouraged to provide external ping
logs, traceroutes, and monitoring data with your claim, which will be
evaluated during review.
- Time periods during which 42U Networks is awaiting customer response,
administrative login credentials, access permissions, or custom configuration
actions do not constitute downtime.
- In the event of a dispute concerning the classification, duration, or cause
of downtime, 42U Networks makes the final, authoritative determination in
good faith, and will provide a written explanation upon request.
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3. PARTNER PROVIDER DISCLAIMER & PASS-THROUGH DOWNTIME CREDITS
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A. COMPLETE WAIVER OF LIABILITY FOR PARTNER PROVIDERS:
42U Networks relies upon third-party vendors and partner providers to furnish
underlying services, including but not limited to carrier transit providers,
fiber transport networks, internet exchange points (IXPs), physical datacenter
landlords and facility operators (e.g., power grid utilities, cooling systems,
and building personnel), payment processors, and registry authorities
(collectively, "Partner Providers").
TO THE MAXIMUM EXTENT PERMITTED BY LAW, 42U NETWORKS EXPRESSLY DISCLAIMS AND
WAIVES ALL RESPONSIBILITY, FAULT, AND DIRECT OR INDIRECT LIABILITY FOR THE
ACTS, ERRORS, OMISSIONS, BREACHES, OUTAGES, ACCIDENTS, NEGLIGENCE, OR SERVICE
FAILURES OF ANY PARTNER PROVIDER. 42U NETWORKS SHALL NOT BE LIABLE UNDER ANY
CONTRACT, TORT, OR OTHER LEGAL THEORY FOR LOSSES, EXPENSES, OR DAMAGES
INCURRED BY CUSTOMERS DUE TO PARTNER PROVIDER ACTIONS OR FAILURES.
B. PASS-THROUGH DOWNTIME CREDITS:
Notwithstanding the complete waiver of legal responsibility set forth above,
42U Networks recognizes that third-party infrastructure incidents impact your
operations. Accordingly, where a service disruption is directly caused by a
Partner Provider and such Partner Provider officially reports, confirms, or
acknowledges downtime affecting our facilities or upstream routes:
- 42U Networks can and will grant eligible affected customers service credits
in accordance with the standard calculation schedule set forth in Section 4;
- Service credits granted for Partner Provider outages are issued purely as a
contractual concession under this SLA and do not constitute an admission of
fault, causation, or legal liability by 42U Networks;
- The issuance of account credits represents the Customer's sole, exclusive,
and exhaustive remedy against 42U Networks for any downtime stemming from
a Partner Provider incident.
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4. SERVICE CREDIT SCHEDULE AND RULES
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Service credits are calculated solely against the net monthly recurring fee
of the specific service package directly affected by the interruption (not the
aggregate balance of your account).
CREDIT CALCULATION:
- Up to 30 minutes of cumulative downtime: No credit.
- 30 minutes to 1 hour 30 minutes: 1% of the monthly fee.
- 1 hour 30 minutes to 2 hours 30 minutes: 2% of the monthly fee.
- Each additional full hour beyond that: An additional 1% per full hour.
- Maximum Monthly Cap: The total aggregate credit issued for any single
service package within a calendar billing month shall not exceed 75% of
that service's base monthly recurring charge.
For services invoiced on non-monthly intervals (quarterly, semi-annually, or
annually), the applicable monthly base charge is calculated by dividing the net
term fee by the number of months in the contracted billing term.
CREDIT RULES AND APPLICATION:
- Credits are issued exclusively as non-transferable 42U Networks account
credit applied toward future service invoices.
- Credits are never convertible to cash payments, bank transfers, PayPal
payouts, or merchant refunds.
- To qualify for SLA credit consideration, the customer's account must be in
good standing at the time of the event and at the time of claim review, with
no delinquent invoices or active TOS/AUP violations.
- Service credits constitute your sole and exclusive remedy under this SLA,
our Terms of Service, and governing law for any unavailability or performance
degradation of the services.
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5. EXCLUSIONS FROM SLA COVERAGE
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Downtime or performance degradation resulting from the following circumstances
does not constitute an SLA failure and is ineligible for service credits:
1. Customer-Side Faults: Any failure originating within the customer's
operating system, application code, container configuration, database,
custom scripts, local network, client firewall rules, or customer-owned
hardware.
2. Resource Exhaustion: Outages or unresponsiveness caused by the customer
exceeding provisioned memory, CPU, disk I/O, bandwidth, or platform Fair
Usage thresholds.
3. Denial of Service (DoS/DDoS) Attacks: Inbound or outbound network floods,
volumetric attacks, or malicious traffic targeting customer endpoints or
shared infrastructure.
4. Scheduled and Emergency Maintenance: Planned maintenance announced with at
least 72 hours advance notice, or critical emergency maintenance executed
to mitigate zero-day security threats, active platform exploits, or urgent
host stability risks.
5. Suspension or Deprovisioning: Service suspensions or terminations carried
out for non-payment, fraud prevention, abuse investigations, or violations
of our Terms of Service or Acceptable Use Policy.
6. Force Majeure: Natural disasters, severe storms, acts of war, terrorism,
labor disputes, grid-wide power grid collapse, or civil emergencies.
7. Free or Promotional Tiers: Free trials, beta test packages, subsidized
community instances, or promotional slots.
8. Unreported Third-Party Events: Incidents caused by third parties where no
Partner Provider outage has been reported or confirmed pursuant to Section 3.
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6. MAINTENANCE POLICIES
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SCHEDULED MAINTENANCE:
We endeavor to perform routine maintenance during off-peak windows. We
provide at least seventy-two (72) hours advance notice via portal announcement
or email for scheduled maintenance that is expected to impact network transit
or host availability.
EMERGENCY MAINTENANCE:
If immediate intervention is required to patch critical vulnerabilities,
remedy hardware faults posing imminent data risk, or isolate network threats,
42U Networks reserves the right to execute emergency maintenance with shorter
notice or without advance warning. An explanation of the event will be provided
retrospectively via ticket or portal notice.
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7. HARDWARE FAILURES
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Physical server hardware components (power supplies, RAM modules, motherboards,
and storage disks) are subject to mechanical wear and unpredictable failure.
When a component failure occurs on 42U Networks-managed hardware:
- We will notify affected clients immediately upon diagnosis;
- Technicians will expedite component diagnosis and replacement;
- If compatible hardware is available on alternative nodes and customer data
is intact and accessible, we will assist in migrating the instance at no
labor charge upon request.
PHYSICAL HARDWARE FAILURES DO NOT QUALIFY FOR SERVICE CREDITS. Customers
requiring high availability are expected to deploy redundant multi-node
architectures and maintain offsite backups.
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8. PRODUCT-SPECIFIC STIPULATIONS
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WEB HOSTING, VPS, AND GAME SERVERS:
Availability is measured strictly at the hypervisor or host daemon boundary
and upstream network reachability. Software crashes, kernel panics, bad mods,
incompatible plugins, memory leaks, or database corruption inside customer
containers do not constitute downtime.
DEDICATED SERVERS:
Our commitment covers network transport up to the dedicated server's switch
port and physical power handoff. Operating system administration, internal
software management, and software-induced lockups are outside SLA scope.
COLOCATION:
Commitment is limited to dual-path or single-path AC/DC power availability
to the customer's PDU/cabinet and switch port uplink connectivity. The
operation, thermal tolerance, and physical maintenance of customer-owned
servers, cabling, and internal supplies are the sole responsibility of the
colocation customer.
IP TRANSIT:
Commitment covers availability of the handoff cross-connect port and route
propagation across our border edge routers. Reachability across remote
autonomous systems, customer BGP misconfigurations, or transit route filtering
due to invalid RPKI/ROA records is strictly excluded.
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9. CLAIM SUBMISSION PROCEDURE
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To file a valid SLA credit claim:
1. Open a support ticket under the "Billing / SLA" category within seven (7)
calendar days of the incident.
2. Provide the affected service identifier (Hostname, IP address, or Service ID).
3. Specify the exact date, start time, and resolution time of the outage
(including time zone).
4. Attach relevant diagnostic information (e.g., MTR reports, traceroutes,
external monitor logs, or error codes).
42U Networks aims to evaluate and respond to SLA claims within five (5) business
days. Approved service credits will be applied directly to your account ledger
and will automatically credit your next invoice.
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10. AMENDMENTS
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42U Networks reserves the right to amend this SLA. Material reductions in
uptime commitments will be preceded by thirty (30) days advance notice to
registered account contacts. The date displayed at the top of this document
reflects the currently effective agreement.
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