Sentio Cloud

Service Level Agreement

Last updated: April 2026. This is placeholder text that will be replaced by final legal counsel review.

1. Service Commitment

Sentio Cloud commits to a monthly uptime percentage of 99.9% for all production services, including GPU cloud servers and VPN instances. This means that in any given calendar month, the maximum allowable downtime is approximately 43 minutes. We continuously monitor all infrastructure to ensure we meet or exceed this commitment.

2. Definitions

  • Downtime: A period during which the customer's provisioned service is completely unavailable, as confirmed by our monitoring systems. Latency degradation alone does not constitute downtime.
  • Scheduled Maintenance: Planned maintenance windows announced at least 72 hours in advance via email and dashboard notifications. Scheduled maintenance periods are excluded from uptime calculations.
  • Monthly Uptime Percentage: Total minutes in the month minus downtime minutes, divided by total minutes in the month, expressed as a percentage.
  • Service Credit: A percentage of the monthly fee credited to the customer's account as compensation for downtime exceeding the SLA commitment.

3. Service Credits

If the monthly uptime percentage falls below the committed 99.9%, customers are eligible for service credits according to the following schedule:

  • 99.0% — 99.9% uptime: 10% service credit
  • 95.0% — 99.0% uptime: 25% service credit
  • Below 95.0% uptime: 50% service credit

Service credits are applied to future invoices and do not exceed 50% of the monthly fee for the affected service. Credits must be requested within 30 days of the downtime event.

4. Exclusions

This SLA does not apply to downtime caused by:

  • Scheduled maintenance windows announced in advance
  • Force majeure events including natural disasters, wars, or government actions
  • Customer-caused issues such as misconfiguration, software bugs, or excessive resource usage
  • Third-party network or DNS issues outside of our infrastructure
  • Suspension or termination of services due to violation of our Terms of Service

5. Reporting

To report a service outage or request a service credit, please contact our support team within 30 days of the incident. Include your account ID, the affected service, and the approximate time and duration of the outage. We will investigate all reports and respond with a determination within 5 business days.

6. Contact

For SLA-related inquiries, outage reports, or service credit requests, please reach out to our support team via the Contact page or email support@sentio.cloud. Our technical support team is available 24/7 for critical infrastructure issues.