Service Level Agreement

We aim to make eligible Services available with a Monthly Uptime Percentage of at least 99.9%. This SLA describes the remedy (service credits) if we fall short, and is your sole and exclusive remedy for downtime.

• "Monthly Uptime Percentage" = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
• "Downtime" = sustained unavailability of an eligible Service attributable to Lineserve, excluding the exceptions below.

For an eligible month that falls below 99.9%, you may request a credit against a future invoice:

• 99.0% to < 99.9%: 10% credit
• 95.0% to < 99.0%: 25% credit
• Below 95.0%: 50% credit

Downtime does not include unavailability caused by: scheduled or emergency maintenance (with reasonable notice where practicable); factors outside our reasonable control (force majeure, upstream network/DDoS events); your own software, configuration, or content; suspension for AUP violation or non-payment; or beta/trial Services.

To claim, contact [email protected] within thirty (30) days of the incident with the affected Service and the dates/times of Downtime. Credits are non-refundable, have no cash value, and are capped at the fees paid for the affected Service in the relevant month.