Service Level Agreement
Last updated: July 1, 2026. Effective for all Semaphore Cloud customers.
1. Overview
This Service Level Agreement ("SLA") defines Semaphore Cloud's uptime commitment, the methodology by which uptime is measured, and the credit structure applicable when we fall below our committed availability targets. This SLA applies to all paid VPS, VPS Plus, Storage VPS, and Virtual Dedicated Server (VDS) plans on all Semaphore Cloud regions.
SLA credits are the sole and exclusive remedy for downtime events. This SLA does not modify or supersede the limitations of liability set out in our Terms of Service.
2. Uptime Commitment
We commit to 99.95% monthly uptime for all VPS, VPS Plus, Storage VPS, and VDS plans across our Mumbai and Frankfurt regions. Monthly uptime is calculated using the following formula:
((Total minutes in month − Downtime minutes) / Total minutes in month) × 100
A standard 30-day month contains 43,200 minutes. At 99.95% commitment, permissible downtime is approximately 21.6 minutes per month.
3. Definitions
Downtime means a period during which your server is unreachable via its assigned public IPv4 and/or IPv6 address for more than 60 consecutive seconds, as a result of a platform-layer fault under Semaphore Cloud's control.
The following are explicitly excluded from Downtime and do not count toward SLA credit calculations: planned maintenance notified at least 48 hours in advance; customer-initiated actions (reboots, OS reinstalls, firewall misconfigurations); force majeure events including natural disasters and widespread internet disruptions; upstream ISP or peering outages outside Semaphore Cloud's autonomous system; and service interruptions resulting from customer-installed software.
4. Credit Structure
When monthly uptime falls below our committed 99.95%, we will issue service credits to the affected account as follows:
| Monthly Uptime | Credit |
|---|---|
| 99.95% – 100% | No credit |
| 99.0% – 99.94% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are calculated based on the monthly fee for the affected server(s) only. Credits are applied to the next invoice and are not redeemable for cash. Maximum credit per incident is 50% of the affected server's monthly fee.
5. Credit Claim Process
To claim an SLA credit, you must submit a request within 30 days of the qualifying downtime incident. Requests submitted after this window will not be honoured.
Submit your credit request to support@semaphorecloud.com with the subject line "SLA Credit Request" and include: your account email and server ID(s); the date and time range of the incident (UTC); a brief description of what was observed; and any third-party monitoring data you have.
We will review and respond to credit requests within 10 business days. Approved credits are applied to your next invoice.
6. Measurement
Uptime is measured by Semaphore Cloud's internal monitoring infrastructure, which pings each server's public IP from at least three geographically distinct probe locations every 30 seconds. An outage is confirmed when a majority of probes report the server unreachable for more than 60 consecutive seconds.
Semaphore Cloud's measurements are authoritative for SLA purposes. Customers are encouraged to run independent monitoring and may provide third-party monitoring data as supplemental evidence in credit requests, but Semaphore Cloud's monitoring data takes precedence in disputes.
7. Exclusions
The following are excluded from this SLA and do not qualify for credits: force majeure events (acts of God, war, terrorism, government action); scheduled maintenance windows with at least 48 hours' advance notice; actions or inactions by the customer or third parties within the customer's control; network issues originating outside Semaphore Cloud's autonomous system numbers (AS); and DDoS attacks targeting the customer's IP that exceed Semaphore Cloud's standard mitigation capacity.
8. Planned Maintenance
Semaphore Cloud schedules routine maintenance during low-traffic windows to minimise customer impact. Maintenance is typically performed between 01:00 and 04:00 IST on Sunday mornings. We will send email notifications to all account holders at least 48 hours before any maintenance that may cause an interruption.
Emergency maintenance required to protect platform security or stability may be performed with shorter notice. We will communicate the need for emergency maintenance as quickly as possible.
9. SLA Credits for Multi-Region
If you operate servers in multiple regions (for example, both Mumbai and Frankfurt), SLA calculations are performed independently per region. An outage affecting Frankfurt servers does not affect the SLA calculation for your Mumbai servers, and vice versa.
Credits are issued per server, per region, based on that server's individual monthly fee and measured downtime for the relevant region.
10. Contact & Escalation
For SLA disputes or enquiries, contact support@semaphorecloud.com. Our escalation path for active incidents is:
Our support team can help with credit claims, incident history, and uptime reports.
Contact Support