Service Level Agreement (SLA)

Service availability is measured monthly across each calendar month. 99.95% uptime allows for up to 21 minutes and 54 seconds of unplanned downtime per month.

Availability is calculated using the formula: (total minutes in the month - documented downtime) / total minutes in the month * 100. Downtime counts when all redundant network paths and power feeds provided by Torchbyte are unavailable to the customer. Partial service impact where the service remains reachable is excluded.

Maintenance notified at least 24 hours in advance and scheduled during the published maintenance window does not count towards downtime. Emergency maintenance that is required to protect infrastructure or customers is limited to 60 minutes per month.

Our on-call engineers respond to critical incidents within 15 minutes. Status updates are published on https://status.torchbyte.com or via customer tickets.

If uptime falls below the guaranteed level, customers may request a service credit within 10 days from the end of the affected month. Credits apply to the monthly recurring charge of the impacted service.

Submit a ticket in the billing portal with timestamps, affected services, and evidence of unavailability. Torchbyte reviews all claims within five business days.

The SLA does not cover downtime caused by factors outside Torchbyte's control, including customer-controlled software, customer-triggered attacks, force majeure events, third-party connectivity failures outside our upstream providers, or suspension or termination resulting from policy violations or unpaid invoices.