Service Level Agreement

99.9% Monthly Uptime Guarantee

Go Red Robot Hosting guarantees 99.9% availability per calendar month for covered hosting services.

Availability is measured using our external Cerberus monitoring platform. The uptime calculation is:

Available minutes ÷ total minutes in the calendar month × 100

The guarantee is assessed against the server or service hosting the affected customer account, rather than an average across our entire network.

Excluded Downtime

The calculation excludes:

• Scheduled maintenance announced in advance.
• Problems caused by customer code, software, configuration or account activity.
• DNS or third-party services not managed by Go Red Robot Hosting.
• Service suspension resulting from non-payment or violation of the Acceptable Use Policy.
• Events outside our reasonable control.

Service Credits

Credits are calculated against the monthly-equivalent fee of the affected service:

• 99.0% to 99.899% availability: 10% credit.
• 95.0% to 98.999% availability: 25% credit.
• Below 95.0% availability: 100% credit.

Credits:

• Apply only to the affected service.
• Are issued as account credit, not cash.
• Cannot exceed the affected service’s monthly-equivalent fee.
• Are the customer’s sole financial remedy for failure to meet the uptime guarantee.

Requesting a Credit

Customers must submit a credit request within seven days after the end of the affected calendar month. The request must identify the affected service and approximate outage time. Go Red Robot Hosting will verify the request against Cerberus monitoring and incident records.

Monitoring and Incidents

Live service status and incident updates are published on our public system-status page: status.goredrobot.com.

This Service Level Agreement forms part of our Terms of Service.