Service level agreement
The uptime we commit to, how it is measured, what is excluded, and how to claim credit when we miss it.
Last updated 7 October 2026
Rogue Wave commits to 99.9% monthly uptime on every paid VPS service. If we miss it, you can claim account credit toward future invoices. Credits are your only remedy for downtime.
1. Covered services
Paid VPS services are covered. These are not covered:
- Free, trial, or promotional services
- Services marked beta or experimental
- Services that are suspended, cancelled, or past due when the outage happens
2. How uptime is measured
Uptime is calculated per service for each calendar month. Downtime is time when the service is completely unreachable because of a failure on our side.
An outage starts when our monitoring first detects it or when you open a ticket reporting it, whichever is earlier. It ends when the service is working again. Our monitoring and node logs decide the duration. Time spent waiting for your reply or for access to your server does not count.
Repeated outages with the same root cause count as one incident.
3. Credits
| Monthly uptime | Credit (% of that service's monthly fee) |
|---|---|
| 99.9% or higher | None |
| 99.0% to under 99.9% | 10% |
| 95.0% to under 99.0% | 25% |
| Under 95.0% | 50% |
Credits are capped at 50% of the affected service's monthly fee per month. They are applied as account credit, have no cash value, and cannot be transferred. They do not apply to setup fees, licenses, or other one-time charges.
4. Exclusions
These do not count as downtime:
- Scheduled maintenance announced in advance, and emergency maintenance
- DDoS attacks, including null-routing of an attacked IP
- Problems caused by you, such as misconfiguration, a broken operating system, exhausted resources, or compromised software
- Issues limited to a single VPS while its host node is healthy
- Packet loss, slow throughput, or other performance issues, including Fair Use limits
- Suspension or cancellation for any reason, including non-payment or abuse
- Events outside our reasonable control, as described under Force Majeure in the Terms of Service
- Failures of third-party services you rely on
5. How to claim
Open a ticket within 72 hours of the outage with:
- The service ID, hostname, or IP address
- When the outage started and ended, with your time zone
- Any monitoring data, traceroutes, or screenshots
To qualify, your account must be in good standing with no chargebacks, and the service must be active. Each incident can be claimed once.
We review claims within 5 business days and reply on the ticket with the decision and any credit applied. Current incidents and maintenance are posted on our status page.
6. Changes
We may update this policy at any time. We will email notice of material changes.
Related pages: terms of service, acceptable use policy and privacy policy.