100% uptime guarantee and proactive refunds
Our SLA policy means you get real refunds if the Civo platform ever fails. No chasing, no jumping through hoops – we’ll automatically give you a credit for 10x the amount you'd have paid for all affected services.
Find out more about our SLA.
How are charges worked out?
Services are billed hourly and are charged at the rates listed above ^. Our hourly pricing is worked by dividing your monthly fee by 28 days. See our charges and payment page for more detailed information.
When will payment be taken?
We’ll raise an invoice for services on the first of the month, every month. We’ll try to take payment immediately either from your credit balance first, then we’ll try and settle the invoice using any credit/debit cards stored on your account.
What happens if payment can’t be taken?
If for any reason payment cannot be taken, we’ll attempt payment for 6 further days and notify you that your services are at risk. After an additional 7 days (the 14th of the month) any services will be suspended, and 7 days later deleted if no payment has been made.
What is my quota and how does it work?
All customers have a default quota applied to their account – these are limits of the amount of simultaneous resources you can use, you can view these quotas from the quota section of your Civo account. These resource quotas are in place so we can control the growth of the Civo platform, and so that any errant scripts using our API don’t exhaust our available resources.
If you need a higher quota you can ask for an increase from the quota page – we’ll always look to increase quotas for any reasonable requests.
What are the SLA details?
Our SLA includes a 100% uptime guarantee – this applies to Civo platform issues only, such as our network and anything relating to OpenStack and our API.
Should the worst happen and you experience downtime, we’ll refund you x10 the amount – no need to contact us, we’ll do it automatically. Check out the SLA page for full details, terms and conditions.