Service Level Agreement
Effective: January 1, 2026
Uptime Guarantee
Metal on Cloud guarantees 99.9% monthly uptime for all services. This equates to a maximum of 43.8 minutes of unplanned downtime per month.
| Service | Uptime SLA | 10% Credit | 25% Credit | 50% Credit |
|---|---|---|---|---|
| Bare Metal Servers | 99.9% | 0.1% - 0.5% downtime | 0.5% - 1.0% downtime | > 1.0% downtime |
| Colocation Power | 99.9% | 0.1% - 0.5% downtime | 0.5% - 1.0% downtime | > 1.0% downtime |
| Network Connectivity | 99.9% | 0.1% - 0.5% downtime | 0.5% - 1.0% downtime | > 1.0% downtime |
Response Time Guarantees
Remote Hands
< 30 minutes
Physical intervention response
Critical Support
< 15 minutes
Initial response for P1 tickets
High Priority
< 1 hour
Initial response for P2 tickets
General Support
< 4 hours
Initial response for P3 tickets
Exclusions
The following are not covered by this SLA:
- Scheduled maintenance (announced 48 hours in advance)
- Customer-caused issues or misconfigurations
- Force majeure events (natural disasters, civil unrest)
- Third-party service failures outside our control
- DDoS attacks exceeding protection capacity
- Customer hardware failures (for colocation)
Claiming Credits
To claim service credits, submit a ticket within 30 days of the incident. Include:
- Incident date and time (with timezone)
- Affected services and duration
- Description of impact
Credits are applied to future invoices and cannot be exchanged for cash. Maximum credit per month is 50% of monthly service fees.
Contact
For SLA-related inquiries or to report incidents:
Email: support[at]metaloncloud.com