99.95% Uptime Guarantee

We've built in resilience at every level of our platform, so we're confident we give you maximum uptime. We also know that things can sometimes go wrong in any technology stack – and if anybody says otherwise, they're probably lying – so we’ve come up with a generous SLA policy should anything ever go awry.

How to claim

1

Notice an outage

You've just woken up, or checked the site during the day, only to find there’s a problem.

2

Let us know

Drop an email to sla@civo.com with a short description of your outage and relevant dates and times.

3

We'll verify your request

Once we have confirmed your request is indeed valid, we will apply a service credit to your account.

Restrictions

Platform issues only

We can’t be held accountable if your instance or Kubernetes cluster breaks due to any changes you’ve made, automatic updates gone wrong, or any general software problems. The SLA covers platform issues only.

Planned and notified outages excluded

As with any ever-evolving Cloud service, there may be times when we need to upgrade the platform. We’ll try to give at least 72 hours' notice ahead of any upgrades, but there may be urgent security or emergency stability updates that need applying on-the-fly, so we may not always be able to always adhere to that notice period. If we inform you of scheduled maintenance or upgrades ahead of time, there won't be a credit for the outage. Of course, we'll try to keep these to a minimum.

Credit Limit

The amount we'll credit you in any given month is limited to the amount you pay for your Civo services.

Exclusive remedy

The provision of a Service Credit shall be an exclusive remedy for a particular failure and the parties acknowledge that each Service Credit is a genuine pre-estimate of the loss likely to be suffered and is not a penalty.

Service Credits shall be shown as a deduction from the amount due from you to us in the next invoice then due. We shall not in any circumstances be obliged to pay any money or make any refund to the Customer.