Service Level Agreement
Last updated: March 2026
Our Commitment
Embnex guarantees 99.0% uptime for all production services. This means no more than 7.3 hours of unplanned downtime per month.
| Uptime | Max Downtime | Service Credit |
|---|---|---|
| 99.0% | < 7.3 hrs/month | — |
| 98.0% – 99.0% | 7.3 – 14.6 hrs/month | 10% credit |
| 95.0% – 98.0% | 14.6 – 36.5 hrs/month | 25% credit |
| < 95.0% | > 36.5 hrs/month | 50% credit |
Scope
This SLA applies to all Embnex production services including bare-metal servers, colocation infrastructure, IP transit connectivity, and DDoS protection.
Exclusions
Scheduled maintenance (announced at least 48 hours in advance), force majeure events, customer-caused issues, and third-party service failures are excluded from uptime calculations.
Credit Claims
Service credits are applied automatically to your next invoice as a percentage of the monthly fee for the affected service.
Monitoring
Uptime is measured by our independent monitoring systems with checks every 60 seconds from multiple geographic locations.