Service level agreement
What we commit to keeping up, and what happens if we do not.
The availability we target for ProjectX, measured monthly, and the service credits that apply when we fall short of it. Live service health is on the status page; this is the commitment behind it.
Template notice: This is a baseline template provided with the platform, not a signed agreement. The targets and figures below are defaults ProjectX should confirm, review and adapt for its own deployment and contracts before relying on them. Where a signed order states different figures, that order governs.
Availability targets
Measured per calendar month, excluding scheduled maintenance announced in advance and anything outside our control.
| Service | Monthly target | What it covers |
|---|---|---|
| Control plane | 99.9% | The console and API that manage your resources — sign-in, provisioning and billing. |
| Running workloads | 99.9% | Compute, storage and the managed services you have launched, in the region they run in. |
| Customer-owned substrate | As agreed | Where you own the data centre, availability depends on your facility; the target is set in your operations agreement, not here. |
Service credits
If a month falls below the target, you earn a service credit against the fees for the affected service that month. You claim it; it is not automatic, and the claim window is stated in your order.
| Monthly availability | Service credit |
|---|---|
| Below 99.9% to 99.0% | 10% |
| Below 99.0% to 95.0% | 25% |
| Below 95.0% | 50% |
A service credit is a promotional credit against future use of the service — like any promotional credit it is non-transferable, carries no cash value, and is not paid out as a refund. It is capped at the fees for the affected service for the month, and it is the sole remedy under this SLA. The credits terms govern it.
What the target excludes
- Scheduled maintenance, announced in advance on the status page.
- Anything outside our reasonable control — a provider or network failure upstream of us, or force majeure.
- An outage caused by your own configuration, your workloads, or a breach of the acceptable-use policy.
- A beta or preview feature, which is marked as such and carries no target.