Service Level Agreement (SLA)

Last updated: November 10, 2025

1. Introduction

This Service Level Agreement ("SLA") describes the service levels that Uptotal ("we", "our", or "us") commits to provide to its customers, as well as the compensations available if we fail to meet these commitments.

2. Definitions

For the purposes of this SLA, the following definitions apply:

• Uptime: The period during which services are available and operational.
• Downtime: The period during which services are unavailable or not operational.
• Scheduled Maintenance: Maintenance activities announced at least 48 hours in advance.
• Monthly Availability: The percentage of time during a month that services are available and operational.

3. Availability Commitment

Uptotal commits to providing the following availability levels for its services:

• VPS Services: 99.9% monthly availability
• Object Storage Services: 99.95% monthly availability

This means we allow up to 43.2 minutes of downtime per month for VPS services and 21.6 minutes for Object Storage, excluding scheduled maintenance.

4. Exclusions

Downtime does not include:

• Scheduled maintenance
• Issues caused by factors outside our reasonable control
• Issues resulting from customer actions or inactions
• Issues resulting from customer's equipment, software, or other technology
• Force majeure events

5. Contact Us

If you have questions about our SLA, please contact us:

Uptotal
Email: [email protected]