Claiming service credits
An SLA that nobody can claim against is marketing. Here is how ours works, including the parts that limit it.
Read the actual document
The service level agreement is published in full, with the commitments and the exclusions in the same document. Nothing here replaces it; this page explains how a claim works in practice.
What counts as downtime
A failure on our side that makes your service unavailable: the network, the power, or hardware we provide. It is measured from when we are made aware of it — by your ticket or by our own monitoring — until service is restored.
That first clause is why opening a ticket matters. An outage you noticed and did not report is hard to evidence afterwards and does not start the clock. Open the ticket even if you are confident we already know.
What does not count
- Your operating system and your software. The machines are unmanaged; a kernel panic after your own upgrade is not our outage.
- Announced maintenance inside its window — see maintenance and notice.
- Emergency work necessary to protect the network or to deal with a security issue.
- An attack against you that is being mitigated, within the terms of DDoS filtering.
- Suspension under the AUP, or for non-payment.
- Things outside our control, in the ordinary legal sense.
How to claim
Open a ticket, or mail support@novogara.com, with:
- The service or machine
- The start and end time, in UTC
- The ticket number where the incident was reported
- Anything you measured — monitoring output, traceroutes, timestamps
Claim within the period the SLA specifies; it is there so incidents are assessed while the evidence still exists. We check it against our own records and come back with a straight answer. If we were at fault, you do not have to argue for it.
How credits are applied
As credit against the affected service, applied automatically to the next invoice generated — see invoices and payment. Credit is used against services rather than paid out; we are an infrastructure provider, not a bank. See contract lengths and payment terms.
The honest context
We would rather not owe you credits, and the way to achieve that is not to have the outage. Capacity goes in before it is needed, hardware is replaced on a schedule rather than after it fails, and there is more than one of everything that carries traffic. Service-affecting maintenance is rare by design.
When something does go wrong, you get a straight account of what happened. An SLA credit is compensation for a failure, not a substitute for telling you the truth about it.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base