Last updated 2 July 2026
VeloxMedia targets 99.9% monthly availability for each virtual server's host infrastructure — compute, storage, and the network up to our edge ("Platform"). Availability is measured per calendar month, excluding the items in Section 3.
If Platform availability for your server falls below the target in a month, you may claim a service credit against future invoices: 99.0–99.9% = 5% of the monthly fee; 95.0–98.99% = 15%; below 95% = 30%. Claims must be made within 30 days of the incident via a support ticket referencing the affected service and timestamps. Credits are the exclusive remedy for availability shortfalls and never exceed 100% of one month's fee for the affected service.
The SLA does not cover: scheduled maintenance announced in advance; emergency security maintenance; issues inside your guest OS or applications; suspensions under the Terms or AUP; factors outside our reasonable control (force majeure, upstream internet failures beyond our edge, DDoS attacks targeting your service while mitigation is active); or periods where your account has overdue invoices.
Availability is determined from our monitoring systems, which probe host and network health continuously. Where our data and yours disagree, we will review both in good faith.