What We Promise
At Obsidian Servers, we guarantee 99.95% uptime for all shared hosting services. This means your server should be accessible and running 99.95% of the time each month.
What Does 99.95% Uptime Mean?
- Monthly allowable downtime: Approximately 21.6 minutes per month
- Daily allowable downtime: About 43 seconds per day
- Annual allowable downtime: Roughly 4.4 hours per year
When Downtime Qualifies for SLA Credits
What Counts as Service Downtime?
Service downtime occurs when:
- Your service becomes completely inaccessible
- The outage is unplanned (not scheduled maintenance)
- The issue is caused by Obsidian Servers' infrastructure
- The downtime lasts for more than 15 consecutive minutes
What Doesn't Count as Service Downtime?
- Scheduled maintenance (we'll notify you in advance)
- Issues caused by third-party software or hardware
- Problems with your own internet connection
- Outages due to exceeding your plan's resource limits
- Downtime caused by external attacks (like DDoS)
SLA Credit Structure
Automatic Credits (15 minutes to 1 hour)
If your service is down for more than 15 minutes but less than 1 hour in a calendar month:
- 50% of your monthly bill is automatically credited to your account
- These credits are applied as service credits for future use
- No action required on your part
Full Refund Eligibility (Over 1 hour)
If your service is down for more than 1 hour in a calendar month:
- You can request a full refund of your monthly payment
- Must be claimed by opening a support ticket or emailing billing@obsidianservers.com
- Refunds are not automatic and must be requested
SLA Exclusions
We cannot provide credits or refunds in the following situations:
1. Acts of God / Force Majeure
- Extreme weather affecting data centers
- Natural disasters
- Other events beyond our control as defined by law
2. Client-Related Issues
- DDoS attacks targeting your server
- Illegal activities on your server
- Account terminations due to policy violations
- Exceeding your plan's allocated resources (CPU, RAM, storage)
3. External Factors
- Your own internet connection problems
- Issues with your local network or ISP
- Third-party service failures
4. Fraudulent Claims
- SLA claims that we determine to be fraudulent or invalid
How to Claim SLA Credits
For Automatic Credits (15 min - 1 hour downtime)
- Credits are applied automatically within 24-48 hours
- No action required from you
- You'll receive a notification when credits are applied
For Full Refunds (Over 1 hour downtime)
- Open a billing ticket through your client portal, OR
- Send an email to billing@obsidianservers.com
- Include the following information:
- Your service details
- Date and time of the outage
- Duration of the downtime (if known)
- Description of the issue experienced
Important Notes
Measurement and Verification
- Downtime is measured using betterstack: https://status.obsidianservers.com/
- Our support team determines if downtime qualifies for SLA credits
- We use server-side monitoring to verify accessibility issues
Service Credits vs. Refunds
- Service Credits: Applied to your account for future use
- Cash Refunds: Actual money returned (requires request for 1+ hour outages)
Response Timeline
- SLA credit claims are typically processed within 1-3 business days
- Automatic credits for 15-minute+ outages are applied within 24-48 hours
Frequently Asked Questions
Q: What if my server is slow but still accessible? A: Performance issues that don't result in complete inaccessibility don't qualify for SLA credits. However, we'll work to resolve performance problems.
Q: Do planned maintenance windows count against my SLA? A: No, scheduled maintenance (with advance notice) is excluded from SLA calculations.
Q: Can I get SLA credits for partial outages? A: SLA credits apply only when your service is completely inaccessible, not for partial functionality issues.
Q: How long do I have to claim SLA credits? A: We recommend claiming within 30 days of the incident. Automatic credits don't require claims.
Q: What happens if I exceed my resource limits? A: Resource limit overages don't qualify for SLA credits. We'll notify you to upgrade your plan or optimize your usage.
Contact Information
For SLA-related questions or to claim credits:
- Billing Support: billing@obsidianservers.com
- Open a Ticket: Through your client portal
