This Service Level Agreement ("SLA") describes our uptime guarantees and the credits issued when we miss them. The SLA applies to all paid Skyline VPS plans and is effective starting on the day your trial converts to a paid subscription.
Uptime targets
We measure uptime as the percentage of time your VPS is reachable from public internet within a calendar month, excluding scheduled maintenance windows.
- Solo, Trader, Studio tiers · 99.99% monthly uptime
- Enterprise tier · 99.999% monthly uptime (custom SLA available)
99.99% means a maximum of approximately 4 minutes 22 seconds of unplanned downtime per month.
Service credits
If we fail to meet the uptime target, you receive automatic service credits applied to your next invoice:
- Below 99.99% but above 99.9%: 10% credit
- Below 99.9% but above 99.0%: 25% credit
- Below 99.0% but above 95.0%: 50% credit
- Below 95.0%: 100% credit (full month free)
Credits are calculated against the monthly fee of the affected VPS only. No credit is issued for trial periods.
Scheduled maintenance
Planned maintenance is announced at least 72 hours in advance and scheduled during the lowest-volume trading windows (typically Sunday 03:00-05:00 UTC). Scheduled maintenance does not count against uptime.
Excluded events
Uptime calculations exclude downtime caused by:
- Force majeure (natural disasters, war, large-scale internet outages)
- Customer actions (misconfiguration, deletion of files, account suspension for AUP violation)
- Third-party broker or platform outages (we control the VPS, not the broker)
- Scheduled maintenance windows announced in advance
- Internet routing issues outside our network or the upstream data center provider
How to claim a credit
Service credits are issued automatically when our monitoring confirms a missed SLA. If you believe you're entitled to a credit that wasn't applied, contact support@skylinevps.com within 30 days of the incident with your VPS ID and the affected dates.
Status & monitoring
Live system status is published at skylinevps.com/status. Subscribe to incident notifications to receive Telegram alerts when we open or resolve a status incident.
Limitation
Service credits are your sole and exclusive remedy for SLA failures. Skyline VPS is not liable for trading losses, missed opportunities, slippage, or consequential damages resulting from downtime.