Service Level Agreement
99.99% Uptime SLA Guarantee
MikyHost Cloud Technologies Inc. provides an enterprise-grade service level agreement governing network routing, power delivery, hypervisor reliability, and rapid hardware replacement.
99.99% Network Availability
Guaranteed Anycast packet forwarding across all Tier-1 transit backbones. If redundant edge routers experience total packet loss exceeding 0.01% in a calendar month, financial compensation applies automatically.
100% Critical Power SLA
All server chassis are wired to dual N+2 redundant uninterruptible power supply (UPS) batteries backed by on-site automated diesel generators with 72+ hours of independent fuel reserves.
< 30-Min Hardware Replacement
In the rare event of unrecoverable CPU, RAM, or motherboard degradation, our on-site Level-3 datacenter technicians will hot-migrate your storage volumes or replace hardware within 30 minutes.
Service Credit Schedule
If we fail to maintain 99.99% availability for your compute instance, MikyHost Cloud Technologies Inc. provides prepaid account credits directly to your billing balance based on the tier matrix below:
| Monthly Uptime Availability | Monthly Cumulative Downtime | Wallet Service Credit Percentage | Settlement Currency |
|---|---|---|---|
| 99.90% – 99.99% | 4.38 minutes to 43.8 minutes | 10% Credit | USD Account Balance |
| 99.50% – 99.89% | 43.8 minutes to 3.65 hours | 25% Credit | USD Account Balance |
| 99.00% – 99.49% | 3.65 hours to 7.30 hours | 50% Credit | USD Account Balance |
| Below 99.00% | > 7.30 hours downtime | 100% Full Month Credit | USD Account Balance |
SLA Provisions & Procedures
1 Enterprise 99.99% Availability Commitment
We provide a legally binding 99.99% monthly availability guarantee for network packet routing and hypervisor infrastructure. If cumulative downtime exceeds 4.38 minutes in any billing month, customer accounts are eligible for automatic service credit disbursements.
2 Critical Power & HVAC Resilience
All physical server racks feature dual N+2 redundant uninterruptible power supply (UPS) batteries backed by on-site automated diesel generator banks with 72+ hours of autonomous fuel reserves.
3 30-Minute Hardware Replacement
In the event of unrecoverable hardware degradation (CPU, RAM, NVMe array, or motherboard failure), our 24/7 on-site datacenter technician teams will live-migrate tenant disks or replace components within 30 minutes.
4 Maintenance Windows & Advance Notice
Scheduled maintenance affecting hypervisors or upstream edge transit will be notified via email at least 72 hours in advance and executed strictly during off-peak local maintenance windows (02:00 – 05:00 UTC).
NOC Ticket Response Time SLAs
Our Network Operations Center (NOC) operates 24/7/365 with on-duty engineers monitoring cluster telemetry in real-time.
Complete unavailability of a node, hypervisor failure, or total transit blackout affecting production traffic.
High latency, localized BGP packet loss, degraded NVMe I/O throughput, or secondary failover conditions.
Technical questions, OS template configuration requests, PTR record updates, or billing inquiries.
Maintenance & SLA Exclusions
To maintain transparent expectations, the following operational events are defined outside the scope of SLA uptime calculations: