1. Uptime Commitment
Skypium commits to 99.9% monthly uptime for virtual server services. This commitment applies outside of planned maintenance windows.
2. Service Credit Tiers
If monthly uptime falls below the commitment, a service credit is applied against that month's relevant service charge, at the following tiers:
| Monthly uptime achieved | Service credit |
|---|---|
| Between 99.0% – 99.9% | 10% |
| Below 99.0% | 25% |
3. Measurement Method
Uptime is calculated as the total minutes the service was available during the month divided by the total minutes in that month. Previously announced planned maintenance windows are excluded from this calculation.
4. Claim Process
Service credit claims must be submitted in writing to satis@skypium.com within 30 days of the end of the month in which the outage occurred. Once reviewed and approved, the credit is applied to your next invoice.