> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ascienth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA

> The Ascienth SLA commits to 99.99% monthly uptime and defines credit tiers, downtime calculation, maintenance windows, and the claim submission process.

Effective: July 2026

This Service Level Agreement ("SLA") sets out Ascienth's commitment to the availability and reliability of the Ascienth cloud VPS platform. It defines the uptime targets we strive to meet each calendar month, the methodology for measuring availability, how service credits are calculated when those targets are not met, and the process for submitting a credit claim. This SLA applies to all customers with active paid accounts and is incorporated by reference into the Ascienth Terms of Service.

## 1. Overview

Ascienth is committed to providing a stable, high-availability infrastructure platform. We invest continuously in redundant networking, power, and hardware to minimize the likelihood and impact of any disruption. This SLA formalizes that commitment and provides you with a transparent, enforceable remedy when availability falls short of the defined targets.

The terms of this SLA apply solely to the availability of the Ascienth platform infrastructure — specifically, the ability to reach and operate your provisioned virtual servers over the public network. Issues arising from software running inside your server, custom configurations, or external internet conditions beyond Ascienth's network boundary are outside the scope of this SLA.

## 2. Uptime Commitment

Ascienth commits to a **monthly uptime of 99.99%** for the availability of customer-provisioned virtual servers. This target is measured per calendar month and covers the ability of your server to accept and respond to network connections.

| Service Component                | Monthly Uptime Target |
| -------------------------------- | --------------------- |
| Virtual Server Availability      | 99.99%                |
| Network Connectivity             | 99.99%                |
| Control Panel (app.ascienth.com) | 99.5%                 |

<Note>
  The SLA uptime commitment applies to the underlying infrastructure and network. It does not cover issues caused by the operating system, software, or configuration within your server, which remain your responsibility.
</Note>

## 3. Uptime Calculation

Monthly uptime is calculated using the following formula:

```text theme={null}
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
```

**Definitions:**

* **Total Minutes in Month:** The total number of minutes in the calendar month being measured.
* **Downtime Minutes:** The cumulative number of minutes during which your server was unavailable due to an Ascienth infrastructure failure, as determined by Ascienth's monitoring systems and incident records. Partial minutes of downtime are rounded up to the nearest whole minute.
* **Availability:** A server is considered available if it can accept and respond to ICMP ping requests or TCP connections on at least one network interface over the public Ascienth network.

**Exclusions from downtime calculation:** The following are not counted as downtime for the purposes of uptime calculation:

* Periods of scheduled maintenance for which advance notice was provided (see Section 4).
* Downtime caused by your own actions, including misconfiguration, firewall rules blocking all traffic, or deliberate shutdown.
* Outages resulting from software, applications, or configurations running inside your server.
* Service disruptions caused by force majeure events (see Section 8).
* Periods during which your account is suspended due to non-payment or Terms of Service violations.

## 4. Scheduled Maintenance

Ascienth periodically performs planned maintenance on its infrastructure — including hardware upgrades, network changes, and security patching — that may require temporary disruptions to service.

We will make reasonable efforts to:

* Provide **at least 48 hours' advance notice** of scheduled maintenance windows via email and a dashboard notification.
* Complete maintenance within the communicated window, with reasonable extensions only when required for safety or security reasons.

<Tip>
  You can subscribe to Ascienth status updates at our status page to receive real-time notifications about both scheduled maintenance and ongoing incidents.
</Tip>

Emergency maintenance required to address critical security vulnerabilities or prevent imminent infrastructure failure may be performed with shorter or no advance notice. Such emergency maintenance will be communicated as promptly as possible and will be logged in the incident history.

## 5. Incident Classification

Ascienth classifies service incidents into three priority tiers based on their scope and customer impact:

**P1: Critical (Full Outage)** Complete unavailability of a customer's server or network segment, resulting in zero connectivity. All customers affected by a P1 incident are eligible for service credits under this SLA if the monthly uptime target is breached.

**P2: High (Degraded Performance)** Significant degradation of server performance or network throughput that materially impairs normal operation, but the server remains reachable. Examples include sustained high packet loss, severely reduced I/O throughput, or intermittent connectivity failures.

**P3: Low (Minor Issues)** Minor, isolated issues with limited customer impact, such as brief latency spikes, temporary control panel slowness, or non-critical API errors. P3 incidents are monitored and resolved but do not typically contribute to downtime calculations unless they escalate to P1 or P2.

Incident status and updates are published on the Ascienth status page in real time.

## 6. Service Credits

If Ascienth fails to meet the 99.9% monthly uptime commitment, you may be eligible for a service credit applied to your account. Credits are calculated as a percentage of the monthly charges for the affected server(s) during the month in which the SLA breach occurred.

| Monthly Uptime Achieved | Credit Percentage |
| ----------------------- | ----------------- |
| 99.99% or above         | No credit         |
| 99.0% – 99.98%          | 25%               |
| 95.0% – 98.99%          | 50%               |
| Below 95.0%             | 75%               |

Credits are applied to your Ascienth account balance and will be deducted from your next monthly invoice. Credits have no cash value and are not refundable. The maximum total credit issued for any single calendar month shall not exceed 75% of the total charges for the affected resources during that month.

<Note>
  Service credits are your sole and exclusive financial remedy for SLA breaches. They do not constitute a waiver of any other rights you may have under applicable law.
</Note>

## 7. Credit Claim Process

Service credits are not issued automatically. To request a credit, you must submit a claim within **30 days of the end of the calendar month** in which the SLA breach occurred. Claims submitted after this deadline will not be processed.

To submit a credit claim:

1. Send an email to [support@ascienth.com](mailto:support@ascienth.com) with the subject line **"SLA Credit Claim - \[Month] \[Year]"**.
2. Include the following in your claim:
   * Your account email address or account ID.
   * The server(s) affected, identified by name or server ID.
   * The dates and times (in UTC) of the downtime you experienced.
   * A brief description of how the outage impacted your service.
3. Ascienth will review your claim against our internal monitoring and incident records and respond within **10 business days**.

If the claim is approved, the credit will be applied to your account within one billing cycle. If your claim is denied, we will provide a written explanation of the reason.

## 8. Exclusions

This SLA does not apply, and no credits will be issued, in the following circumstances:

* **Customer-caused outages:** Downtime resulting from actions or omissions by you, your users, or third parties acting on your behalf, including misconfiguration, accidental deletion, or deliberate shutdown of server resources.
* **Force majeure:** Service disruptions caused by events beyond Ascienth's reasonable control, including natural disasters, acts of war, terrorism, widespread internet infrastructure failures, cyberattacks of extraordinary scale, government actions, or other events that could not have been prevented by reasonable precaution.
* **Scheduled maintenance:** Outages occurring within properly notified scheduled maintenance windows.
* **Free or trial resources:** Servers provisioned under free trial credits or promotional periods are not covered by this SLA unless explicitly stated in the promotional terms.
* **Suspended accounts:** Customers whose accounts are suspended for non-payment or Terms of Service violations are not eligible for credits during the suspension period.
* **Third-party services:** Issues originating from third-party services, external APIs, or network transit outside of Ascienth's direct control.

## 9. Contact and Escalation

For support related to service incidents, credits, or any other SLA matter, please use the following contact information:

**Support Email:** [support@ascienth.com](mailto:support@ascienth.com)

Response time targets by incident priority are as follows:

| Priority | First Response Target | Update Frequency          |
| -------- | --------------------- | ------------------------- |
| P1       | Within 30 minutes     | Every 30 minutes          |
| P2       | Within 2 hours        | Every 2 hours             |
| P3       | Within 1 business day | As material updates arise |

Response targets are measured from the time a support ticket is received by Ascienth during staffed hours. P1 incidents trigger on-call escalation at any hour.

<Warning>
  If you are experiencing a P1 outage and have not received a response within 30 minutes of opening a support ticket, please follow up with a reply to your ticket marking it as urgent.
</Warning>

## 10. Changes to This SLA

Ascienth reserves the right to update this SLA at any time. Material changes — particularly any reduction in the uptime commitment or credit percentages — will be communicated to customers by email and via a dashboard notice at least **30 days before taking effect**.

Changes that improve the terms of this SLA (such as increasing the uptime target or credit percentages) may take effect immediately upon posting. The effective date displayed at the top of this document reflects the most recent revision.

Continued use of the Ascienth Service after the effective date of a revised SLA constitutes your acceptance of the updated terms.