Service Level Agreement

This SLA defines the uptime and support commitments CheapBareMetal provides for VM rental services.

Uptime Commitment

CheapBareMetal commits to 99.9% monthly uptime for all hosted VMs. This equates to no more than 43.8 minutes of unplanned downtime per month.

SLA Credits

If monthly uptime falls below 99.9% due to causes within CheapBareMetal control, affected customers will receive:

• 99.0% – 99.9% uptime: 1 day extension credit
• 95.0% – 99.0% uptime: 3 day extension credit
• Below 95.0% uptime: 7 day extension credit or full refund

Exclusions

The SLA does not apply to downtime caused by: scheduled maintenance (announced 24hrs in advance), customer actions, third-party software/network issues outside our control, or force majeure events.

Support Response Times

• Critical (VM inaccessible): 2-hour response, 4-hour resolution target
• High (performance degraded): 4-hour response
• Normal (general questions): 1 business day

Claiming SLA Credits

To claim an SLA credit, email info@cheapbaremetal.com within 7 days of the incident with your order details.