// Legal
Service Level Agreement
Last updated: May 1, 2026
This SLA describes our uptime commitment for each Namence service and the service credits available if we fall short. It forms part of our Terms of Service.
1. Uptime commitments
| Service | Uptime |
|---|---|
| Shared / WordPress | 99.9% |
| VPS | 99.95% |
| Dedicated | 99.99% |
| Cloud (Enterprise) | 99.99% |
| DNS / Anycast | 100% |
2. Service credits
If monthly uptime falls below the commitment, you can claim a credit of 10% of the affected month's fee for each 0.1% below the SLA, capped at 100% of the monthly fee. Credits are applied to your next invoice.
3. Exclusions
The SLA does not cover downtime caused by: scheduled maintenance announced ≥48h in advance, force majeure, customer code or misconfiguration, third-party DNS or ISP failures, or violations of the AUP.
4. How to claim
Open a billing ticket within 30 days of the incident with the affected resource ID and timestamps. We verify against our monitoring and apply credits within 14 days.
5. Maintenance windows
Standard maintenance windows are Sundays 02:00–05:00 UTC. Emergency maintenance may occur outside these windows where required to protect the platform.