1. Scope
This SLA covers network reachability of customer virtual machines under WAFRA’s management path. It forms part of the Terms of Service.
2. Target
Monthly availability target: 99.9%. This is a target for measured network reachability, not an absolute guarantee of business outcomes.
3. Exclusions
- Hetzner or Google Cloud region/provider outages
- Customer OS/root misconfiguration
- Suspension under the Acceptable Use Policy
- Unpaid / grace power-off
- Scheduled maintenance
- Force majeure
- DNS or custom hostname outside WAFRA control
- Attacks originating from the customer environment
4. Remedy
The sole remedy is service Credit Days proportional to documented downtime under WAFRA control. There is no cash refund under this SLA.
5. Cap
Credits in a calendar month will not exceed fees for that service for the month.
6. Claim
Open a support ticket within seven (7) days of the incident with evidence of the outage.
7. Upstream
This SLA cannot exceed the commitments Hetzner or Google Cloud provide to WAFRA.