Service level agreement

The commitment

Incognito VPS guarantees 99.9% network availability per calendar month, per server. Availability is measured as the server being reachable at its primary address from at least two of three independent external monitoring points.

Trailing twelve-month actual across all locations is 99.987%. The full incident history including root causes is published on the status page, and that page is the honest version of this one.

Credits

Credits are applied automatically to your account balance within five business days of month end. You do not need to notice, claim, or ask — a service credit that requires a claim is a credit most customers never receive, which is usually the point of the design.

What is excluded

Stated specifically rather than as a general escape clause:

• Scheduled maintenance announced at least 72 hours ahead, capped at 4 hours per month.
• Downtime caused by your own configuration, software or resource exhaustion.
• Suspension under the acceptable use policy or a valid legal order.
• Failures of third-party networks outside our announced address space.
• Force majeure, which we interpret narrowly — a failed generator transfer is our problem, not force majeure.

What is not excluded

DDoS attacks against you are not an exclusion. Mitigation is part of the service and downtime during an attack counts against the SLA. Providers that null-route customers under attack and then exclude it from the SLA are selling you something other than what you think.

Hardware failure is not an exclusion. Nor is an upstream transit failure inside our own announced space, nor a facility power event — the Sofia outage in May 2024 was credited in full.