99.9% Uptime Commitment

Service Level Agreement

We back our infrastructure with transparent, direct guarantees. If we don't meet our standards, we credit you back.

99.9% Availability

Guaranteed power, network, and virtual server node host uptime on our KVM virtualization stacks in Mumbai datacenters.

30m Support Response

Real human engineers escalating your technical tickets 24/7/365, with a median response time of under 30 minutes.

Enterprise Anti-DDoS (17+ Tbps)

DDoS protection included on every server, powered by enterprise-grade Anti-DDoS infrastructure with over 17 Tbps of filtering capacity.

Uptime Service Credits

Monthly Availability Brackets

Calculated per Billing Month
Monthly Uptime RangeService Credit ReturnStatus
≥ 99.9%0% (Standard Commitment)Healthy
99.5% – 99.89%10% Service CreditBreach Tier 1
99.0% – 99.49%25% Service CreditBreach Tier 2
98.0% – 98.99%50% Service CreditBreach Tier 3
< 98.0%100% Service Credit (Full Refund)Critical Breach

Policies & Guidelines

1. Measurement Method

Uptime measurements are tracked externally via our third-party monitoring services (available at status.botnix.in) and internal Hypervisor monitoring suites. Availability is calculated by subtracting from 100% the percentage of minutes during the billing month in which the customer's VPS node was in a state of "Unscheduled Outage."

2. SLA Exclusions

The Service Level Agreement does not apply to any performance or availability issues caused by:

  • Scheduled maintenance windows, provided they are announced at least 24 hours in advance via email or the status dashboard.
  • Customer-controlled actions (e.g. custom kernel configurations, user-initiated reboots, misconfigured firewall rules, or resource overload).
  • Upstream infrastructure provider outages, ISP routing failures, fiber cuts, or general international transit routing outside of Botnix's control.
  • DDoS attacks exceeding the automated mitigation capacity of our upstream infrastructure provider.
  • Force Majeure events (acts of god, war, government mandates, pandemic disruptions).

3. Limitation of Liability

Service credits are the customer's sole and exclusive remedy for any outage or SLA breach. Credits cannot exceed 100% of the customer's monthly recurring hosting fee for the affected service in the month of the breach. Credits will be applied to future invoices and are not convertible to cash refunds.

Claiming Credits

SLA credit claims are processed manually by our billing department to verify eligibility.

1
Submit Ticket: Open a billing ticket via the Billing Portal within 7 days of the incident.
2
Provide Details: Include your VPS IP, dates, times, and logs showing the duration of the outage.
3
Receive Credit: Approved credits will be applied directly as balance on your Botnix Cloud client account within 5 business days.