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Service Level Agreement (SLA)

Last updated: March 5, 2026

1. Overview

This Service Level Agreement ("SLA") describes the uptime and availability commitments for NovaFrame.Cloud VPS hosting services. This SLA applies to all paid VPS instances provisioned through the NovaFrame.Cloud platform.

2. Uptime Commitment

NovaFrame.Cloud targets 99.9% monthly uptime for all VPS instances. Uptime is measured as the percentage of time in a calendar month during which your VPS instance is available and reachable over the network.

Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

3. Service Credits

If we fail to meet our uptime commitment, affected customers are eligible for service credits:

99.0% – 99.9%10% credit
95.0% – 99.0%25% credit
Below 95.0%50% credit

Credits are applied to your account balance and calculated based on the monthly cost of the affected VPS instance(s). Credits must be requested within 30 days of the incident.

4. Exclusions

The following are not considered downtime for SLA purposes:

  • Scheduled maintenance (announced at least 48 hours in advance)
  • Downtime caused by customer actions (misconfiguration, resource exhaustion, etc.)
  • Force majeure events (natural disasters, government actions, etc.)
  • Network issues outside our infrastructure (ISP outages, DNS propagation, etc.)
  • Suspension due to Terms of Service violations or non-payment

5. Scheduled Maintenance

We perform routine maintenance to ensure platform security and performance. Scheduled maintenance windows are announced at least 48 hours in advance via email to affected customers. We aim to schedule maintenance during low-traffic periods and minimize any service impact.

6. Incident Response

Our target response times for incidents are:

Critical(service fully unavailable)
< 1 hour
Major(significant degradation)
< 4 hours
Minor(limited impact)
< 24 hours

7. How to Request Credits

To request SLA credits, contact us at support@novaframe.cloud with the following information:

  • Your account email and workspace name
  • Affected VPS instance ID(s)
  • Date and time of the incident
  • Description of the service disruption

8. Changes to This SLA

We may update this SLA from time to time. Changes will be communicated to customers via email and will take effect 30 days after notification.