Service Level Agreement
We stand by the quality of our infrastructure. Our SLA outlines our 99.9% uptime commitment and the compensation you deserve if we ever fall short.
1. 99.9% Uptime Guarantee
FraxZCloud guarantees a 99.9% monthly network and infrastructure uptime. Our enterprise-grade hardware and redundant network links are engineered to keep your Discord bots, web applications, and Lavalink nodes online 24/7 without interruption.
2. Downtime Compensation
If we fail to meet our 99.9% uptime guarantee, we will compensate you. For every verified hour of downtime below the 99.9% threshold in a billing month, FraxZCloud will automatically issue 1 full day of free hosting credit to your account.
3. Scheduled Maintenance Exclusions
To maintain top-tier performance, we occasionally perform scheduled maintenance. Any downtime resulting from pre-announced scheduled maintenance (notified at least 48 hours in advance via Discord or email) does not count towards SLA downtime calculations.
4. User-Induced Errors Exclusions
The SLA guarantee does not cover downtime caused by user errors, such as misconfigured software, corrupted application code (e.g., crashing Discord bots), or exceeding allocated container resources (OOM kills).
5. Claiming SLA Credits
SLA credits must be requested within 7 days of the downtime event. To claim your 1-day free hosting credit per hour of downtime, simply open a support ticket with the incident timestamp and your affected server ID.
Claim SLA Credit
If your service experienced downtime that breached our SLA, open a ticket to instantly claim your free hosting credits.