Service Level Agreement

1. Service Commitment

Wasabi Hosting is dedicated to providing high-performance, reliable hosting solutions for our customers. This Service Level Agreement (SLA) outlines our commitments regarding service availability, performance standards, and remedies for any service disruptions.

2. Covered Services

This SLA applies to all hosting services provided by Wasabi Hosting, including:

• Dedicated server hosting
• Virtual Private Server (VPS) solutions
• Game server hosting
• Web hosting services
• CosmicGuard DDoS protection services

3. Uptime Guarantee

Wasabi Hosting guarantees a 99.5% network uptime for all services within each 30-day period. This uptime calculation excludes scheduled maintenance (which will be announced at least 48 hours in advance whenever possible) and emergency maintenance required to maintain security or prevent larger service disruptions.

4. Service Credits

If Wasabi Hosting fails to meet the 99.5% uptime guarantee in any 30-day period, customers may request service credits according to the following schedule:

• Less than 99.5% uptime: Max 5% credit of monthly fee
• Less than 99% uptime: Max 10% credit of monthly fee
• Less than 95.0% uptime: Max 20% credit of monthly fee

To receive service credits, customers must submit a request within 7 days of the end of the affected billing period. Credits will be applied to future invoices and cannot be exchanged for cash refunds.

5. DDoS Protection

Wasabi Hosting provides CosmicGuard DDoS protection with a capacity of up to 6 Tbps of mitigation. While our protection is robust and continually monitored, we cannot guarantee complete protection against all types of attacks. In the event of an attack that exceeds our mitigation capacity, we will:

• Notify affected customers promptly
• Implement emergency mitigation measures
• Work to restore normal service as quickly as possible

6. Customer Responsibilities

To maintain optimal service levels, customers agree to:

• Comply with Wasabi Hosting's Acceptable Use Policy
• Maintain secure passwords and access credentials
• Implement appropriate security measures for their applications
• Report any service issues through our support channels promptly
• Maintain their own data backups when not included in their service plan

7. Exclusions

This SLA does not apply to performance issues resulting from:

• Customer's applications, equipment, or third-party software
• Actions or inactions of the customer or their authorized users
• Force majeure events beyond Wasabi Hosting's reasonable control
• Services used in violation of the Terms of Service or Acceptable Use Policy

8. SLA Updates

Wasabi Hosting may update this SLA from time to time. We will provide at least 30 days' notice before any changes take effect. Continued use of our services after SLA updates constitutes acceptance of the revised terms.