Service Level Agreement

1. Scope

This Service Level Agreement applies only to services and infrastructure specifically identified as covered by HorizonNode.

2. Availability Target

HorizonNode aims to provide reliable service availability. Unless a product-specific agreement states otherwise, the general monthly uptime target is 99.9% for covered infrastructure.

3. Measurement

Availability is measured using HorizonNode monitoring systems. Scheduled maintenance, excluded events, customer-caused outages, and unsupported configurations are not counted as downtime.

4. Exclusions

• Scheduled or emergency maintenance.
• DDoS attacks, upstream carrier failures, and force majeure events.
• Customer code, scripts, plugins, resources, databases, or configuration.
• Account suspension, nonpayment, or policy enforcement.
• Third-party software, APIs, networks, or external services.
• Issues limited to an individual user’s internet connection or device.

5. Maintenance

HorizonNode may perform maintenance to protect security, stability, and performance. We will provide notice when reasonably possible, but emergency maintenance may occur without advance notice.

6. Service Credits

Eligible customers may request a service credit when covered availability falls below the stated target. Credits are not automatic and must be requested within seven days after the affected period.

Service credits are the sole remedy under this SLA and will not exceed the affected service’s fee for the applicable billing period.

7. Credit Requests

Requests must include the affected service, dates, approximate times, observed symptoms, and any supporting evidence. HorizonNode monitoring records will be used to validate the request.

8. Limitations

This SLA does not guarantee uninterrupted service and does not replace the Terms of Service, Refund Policy, or product-specific conditions.

9. Contact

Submit SLA questions or credit requests through the support ticket system.