Our uptime commitments, support response targets and credit terms. These apply to all shared, cloud and VPS hosting services provided by Blue Net Box; dedicated servers carry the uptime commitment stated in their service order.
Blue Net Box commits to 99.9% network uptime for all shared, cloud and VPS hosting plans, measured per calendar month. This equates to a maximum of approximately 43 minutes and 50 seconds of unplanned downtime per month.
Uptime is measured from our network monitoring systems. Dedicated server plans may carry a separate uptime commitment specified in the relevant service order.
The uptime SLA does not apply to downtime caused by:
| Priority | Definition | First response | Availability |
|---|---|---|---|
| P1 CRITICAL | Service completely unavailable | Within 4 hours | 24 / 7 |
| P2 HIGH | Significant degradation or partial outage | Within 8 hours | 24 / 7 |
| P3 NORMAL | Non-critical issue or general enquiry | Within 24 hours | Business hours |
| P4 LOW | Feature requests, billing questions | Within 48 hours | Business hours |
Business hours: Monday–Friday, 08:00–18:00 GST. P1 and P2 tickets are handled 24/7 via our emergency support channel.
If we fail to meet the 99.9% uptime SLA in any calendar month, you are eligible for a service credit calculated as follows:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to your next invoice and are not paid in cash or carried forward. The maximum total credit in any month is 50% of the monthly hosting fee for the affected service.
Submit a credit request by opening a support ticket from your Client Portal within 30 days of the incident. Include the service affected and the dates and times of the downtime experienced. We will review your request and respond within 10 business days.
Planned maintenance is typically scheduled during low-traffic windows — 02:00–06:00 GST. We notify affected customers by email at least 48 hours in advance for any maintenance expected to exceed 15 minutes. Emergency maintenance may be performed with shorter notice where required to protect the security or stability of our infrastructure.