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
Notice an outage
You've just woken up, or checked the site during the day, only to find there’s a problem.
Take no action
Our proactive monitoring systems would have immediately alerted us to any platform issues and we’ll already be on the case.
See a credit in your account
We'll automatically give you a credit for 10x the amount you'd have paid for all affected services. You don’t have to do anything.
Restrictions
Platform issues only
We can’t be held accountable if your instance breaks due to any changes you’ve made, automatic updates gone wrong, or any general software problems. The SLA covers platform issues only: literally the parts of the stack that are either OpenStack or our specific Civo.com website and API.
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. We've been running OpenStack for over a year in production with only planned downtime for maintenance/upgrades so are confident that this is a fair policy.
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.