Infrastructure Reliability Commitment
Service Level Agreement (SLA)
Effective Date: August 1, 2026•99.99% Core Uptime SLA•Enterprise Service Remedy
1. Core Uptime Commitment
ArzenLabs guarantees a 99.99% monthly uptime percentage for network core transit, Anycast BGP routing, and bare-metal hypervisor availability across our global Points of Presence (PoPs).
2. SLA Credit Remedy Schedule
If monthly uptime falls below 99.99%, enterprise customers are entitled to service credits calculated as follows:
| Monthly Uptime Percentage | Service Credit % |
|---|---|
| 99.90% – 99.98% | 10% Credit |
| 99.00% – 99.89% | 25% Credit |
| Below 99.00% | 50% Credit |
3. SLA Exclusions
SLA credit remedies do not apply to downtime resulting from scheduled maintenance (announced 48 hours prior), customer misconfiguration, or upstream fiber cuts beyond reasonable network control.
4. Submitting SLA Claims
Submit SLA credit claims within 30 days of an incident to: