Service Level Agreement

This service level agreement (SLA) describes the uptime we guarantee and the compensation a customer will receive in the event of service unavailability.

1. Coverage

The following is covered by our SLA:

• Unplanned hardware or software maintenance.
• Network unavailability caused by hardware failure.
• Network unavailability caused by human error of WitherNode staff.
• Network unavailability caused by a DDoS attack.

3. Limitations

The following is not covered by our SLA:

• Planned maintenance.
• Circumstances beyond our control.
• Downtime caused by the user.

4. Compensation

In the event of non-compliance, the client will be compensated as per the terms below.

• For every minute of downtime, WitherNode will provide an equivalent extension to the affected service, rounded up to the nearest day.
• To receive a compensation, the client must submit a ticket from their client account.
• The claim must be requested within 7 days after the outage.
• We will deny any SLA claim if we believe the customer caused service disruption on purpose.
• This SLA is only valid for direct customers of WitherNode.
• WitherNode reserves the right to reject compensation under their own discretion.