Service Level Agreement

This Service Level Agreement ("SLA") applies to paid ByteRoast Cloud services. It does not apply to early access, preview or free-tier services, which are provided as-is.

1. Availability commitment

We target 99.9% monthly availability for Cloud VPS compute, networking and anycast DNS, measured per calendar month. Availability is calculated as:

availability = (total minutes in month - minutes of downtime) / total minutes in month

Downtime means the period during which a service is unavailable to the customer as measured by our external probes, excluding the items listed in section 4.

2. Service credits

Monthly availability	Credit
Below 99.9% but at least 99.5%	10% of the monthly fee
Below 99.5% but at least 99.0%	25% of the monthly fee
Below 99.0%	50% of the monthly fee

Credits are applied to future invoices and are not paid in cash. The maximum total credit in a month is 50% of the fee for the affected service.

3. Claims

Submit a claim to support@byteroast.com within 30 days of the incident. Include the affected service, server ID or domain, and the approximate start and end times. We will verify the claim against our monitoring data and respond within 10 business days. Claims not submitted in time are waived.

4. Exclusions

This SLA does not apply to downtime caused by:

• Scheduled maintenance announced at least 48 hours in advance.
• Customer actions, including misconfiguration, reboots, destructive commands or exceeding resource limits.
• Third-party networks, DNS resolvers or services outside our control.
• Force majeure, including natural disasters, war, civil unrest or widespread internet outages.
• Early access, preview or beta features.

5. Support response

Support targets are published on the help page. Response times are targets, not guarantees, and are separate from the availability commitment above.

6. Changes

We may update this SLA with 30 days' notice. The version in effect at the time of an incident governs the claim.

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Questions about this document? Email legal@byteroast.com or write to Byte Roast L.L.C. using the contact details on our contact page.