On this page 9 sections
This Service Level Agreement (“SLA”) sets out PowerDedi’s network availability commitment for dedicated servers, our hardware replacement times and the service credits you can claim when we fall short. It is part of our Terms of Service. “PowerDedi”, “we” and “us” mean the operator of PowerDedi identified on your invoices.
1. Scope and definitions
This SLA applies to every active PowerDedi dedicated server. Availability is measured separately for each server, over each calendar month.
- Server port: the 10 Gbps switch port on our network to which your server’s public network interface is connected.
- Downtime: time during which the server port has lost public network connectivity because of a failure in our network, as measured by our monitoring, minus the exclusions in section 6. A server that stops responding while its port is still connected, for example because of a hardware fault or a software problem, is not network downtime; hardware faults are covered by section 5.
- Monthly fee: the monthly price you pay for the affected server.
- Service credit: an amount added to your account balance that pays future PowerDedi invoices. It has no cash value.
- Monthly availability: the share of the calendar month without downtime, calculated as follows.
monthly availability (%) = (minutes in the month − minutes of downtime) ÷ minutes in the month × 1002. Network availability commitment
We commit to 99.9% network availability for each server port in every calendar month. The commitment covers the public connectivity of the server port only. It does not cover latency, packet loss or throughput: as on any network, uplinks beyond your port are shared, and real-world performance also depends on the route to the other end.
3. Service credits
If a server’s monthly availability falls below 99.9%, you can claim a service credit according to the table below. The percentages are what count; the downtime column shows the equivalent for a 30-day month as an illustration.
| Monthly availability | Downtime in a 30-day month | Service credit |
|---|---|---|
| 99.9% or higher | 43.2 minutes or less | None (commitment met) |
| Below 99.9%, at least 99.5% | More than 43.2 minutes, up to 3 h 36 min | 10% of the monthly fee |
| Below 99.5%, at least 99.0% | More than 3 h 36 min, up to 7 h 12 min | 25% of the monthly fee |
| Below 99.0%, at least 95.0% | More than 7 h 12 min, up to 36 hours | 50% of the monthly fee |
| Below 95.0% | More than 36 hours | 100% of the monthly fee |
- Credits are calculated per server: an incident that affects several servers gives each affected server its own credit.
- All downtime in the same calendar month is added up, and only the tier that matches the month’s availability applies. Tiers are not cumulative.
- Credits are added to your account balance and pay your next invoices automatically. They are not paid out in cash or cryptocurrency.
- Credits for one server in one calendar month never exceed 100% of that server’s monthly fee.
4. Calculation example
A server with a monthly fee of $159, such as an AMD Ryzen 9 9950X, has 50 minutes of downtime in a 30-day month:
- Minutes in the month: 30 × 24 × 60 = 43,200.
- Monthly availability: (43,200 − 50) ÷ 43,200 × 100 ≈ 99.88%.
- Tier: below 99.9% and at least 99.5%, so the credit is 10%.
- Service credit: 10% × $159 = $15.90, added to your account balance.
5. Hardware replacement
If a component of your server fails, such as a disk or a memory module, we replace it. Times are counted from the moment the fault is confirmed:
| Part | Replacement starts | Target completion |
|---|---|---|
| Standard parts (in-stock platforms) | Within 1 hour | Within 4 hours |
| Built-to-order parts | Within 1 hour | Within 24 hours |
In-stock platforms are the configurations delivered in about 15 minutes. Replacing a part may require powering the server off. Restoring data, rebuilding RAID arrays and reconfiguring your system remain your responsibility, because we do not manage servers or keep backups.
5.1 How we confirm a fault
Report a suspected fault by support ticket from your client area. Server-down issues are handled 24/7. We confirm faults using:
- IPMI sensor readings and the server’s hardware event log;
- diagnostics run from the rescue system, such as disk health (SMART) checks and memory tests;
- information from you, such as error messages and system logs.
We may ask you to boot the rescue system or to allow a reboot. Your prompt cooperation shortens the time to confirmation.
5.2 If we cannot fix it within 24 hours
If we cannot fix a confirmed fault or replace the part within 24 hours, you are entitled to a prorated credit or refund for the remaining period, as described in our Refund Policy.
6. Exclusions
The following do not count as downtime:
- Scheduled maintenance announced at least 48 hours in advance on our status page.
- Problems caused by you or your software, including misconfigured network settings or firewalls, operating system or application failures, reboots or reinstalls you start, and gaps in application-layer (L7) protection, which is your responsibility (see DDoS protection).
- Null routes we apply to stop an attack or abuse.
- Suspensions for non-payment or for violations of our Acceptable Use Policy.
- Force majeure: events beyond our reasonable control, such as natural disasters, fire, war, civil unrest or acts of government.
- Problems outside our network, such as outages or congestion on third-party networks or at your own internet provider.
- Features we label as beta or trial.
7. How to claim a credit
Send your claim within 30 days of the incident by support ticket from your client area. Include:
- the server ID or the server’s IPv4 address;
- the start and end time of the downtime, in UTC;
- evidence such as mtr or traceroute output, run from the network where you saw the problem.
mtr --report --report-wide --show-ips -c 100 203.0.113.10
traceroute 203.0.113.10Replace 203.0.113.10 with your server’s IP address. We check each claim against our monitoring data. If the downtime is confirmed, we add the credit to your account balance and send you the calculation. Claims sent more than 30 days after the incident are not accepted.
8. Status page
Our status page is the official source of information on incidents and maintenance. Scheduled maintenance is announced there at least 48 hours in advance. Check it first when you notice a network problem.
9. Sole remedy and changes
The service credits in section 3 and, for hardware faults we cannot fix within 24 hours, the prorated credit or refund under our Refund Policy are your sole and exclusive remedies for any failure to meet this SLA, except where the law provides otherwise.
We may update this SLA. The current version is published on this page with its effective date, and a change does not affect claims for incidents that happened before it took effect.