Service Level Agreement (SLA)

Last updated: July 2026

This Service Level Agreement describes the uptime and support commitments for Bunkerdedi dedicated server and streaming server Services.

Network and Power Uptime

We guarantee 99.9% annual network and power uptime, excluding scheduled maintenance. Downtime caused by DDoS attacks, actions of the Client or its end users, or third-party services outside our control is excluded from this calculation.

If annual downtime exceeds the guaranteed threshold, the Client may request service credit proportional to the affected period. Credit requests must be submitted to support within 30 days of the incident.

Hardware Replacement

In the event of a hardware failure resulting in complete service outage, we aim to begin troubleshooting within 2 hours of being notified, and to complete hardware replacement within 12 hours of the fault being confirmed. Replacement hardware will be of equal or better specification unless otherwise agreed with the Client.

Support Response Times

  • Urgent / service-down tickets: treated as highest priority, acknowledged as soon as possible.
  • Standard technical tickets: response within 2 business days.
  • Billing tickets: response within 2 business days.

24/7 ticket support is available. Response time guarantees apply to registered Clients with active Services.

Scheduled Maintenance

We may perform scheduled maintenance to keep infrastructure secure and up to date. Where possible, we will notify affected Clients at least 48 hours in advance. Scheduled maintenance windows are excluded from uptime calculations.

Exclusions

This SLA does not apply to downtime caused by:

  • Force majeure events outside our reasonable control
  • Client-side misconfiguration or software
  • Violations of our Terms of Service
  • DDoS attacks (even where protection is purchased)
  • Third-party services not operated by us

Client Responsibility for Credentials

Clients are responsible for the security of their own account credentials, root passwords, and API keys. If our support team is granted temporary access to assist with a ticket, the Client is responsible for rotating credentials once the ticket is resolved.

Limitation of Liability

Our liability under this SLA is limited to service credit as described above. We are not liable for indirect or consequential damages arising from downtime or service interruption, to the maximum extent permitted by law.

Contact

For SLA-related requests or credit claims, contact [email protected].