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Service Level Agreement (SLA)

This Service Level Agreement defines the infrastructure availability target for covered services and the events that fall outside that target.

1. Availability target

We target 99.9% monthly infrastructure availability for the VPS service layer on a best-effort basis.

2. What availability means

Availability refers to the underlying VPS service being reachable at the infrastructure layer. It does not guarantee your application, code, control panel, mail flow, or third-party integrations are working correctly.

3. Exclusions

The following are excluded from availability calculations or service responsibility:

  • Customer application errors, bad deployments, exhausted disks, insecure configurations, or firewall mistakes.
  • DDoS events, abuse mitigation, null-routing, or upstream security intervention.
  • Scheduled or emergency maintenance by us or upstream infrastructure partners.
  • Force majeure, internet routing issues outside our network boundary, and provider-wide platform incidents beyond our direct control.

4. Support response times

Our support team operates on a ticketing system. We aim to respond to critical infrastructure tickets (e.g., server offline, provisioning failures) within 12 hours. Non-critical tickets (e.g., billing inquiries, general questions) will be addressed within 24 to 48 hours.

5. Maintenance windows

Scheduled maintenance by Shika Cloud or our upstream providers will be communicated via email or dashboard notifications at least 24 hours in advance whenever possible. Emergency maintenance to patch critical security vulnerabilities may occur without prior notice.

6. Credits and liability

Unless separately agreed in writing, this SLA does not create automatic credits or cash compensation. Customers remain responsible for app-level uptime, monitoring, and backups.