Billing & payments
GPU server SLA credits: how they work
Every server is covered by a 99.9% monthly availability commitment for power, network and hardware. If we fall short, you receive a credit of up to 100% of that server's monthly fee.
On this page
GPU server SLA credits are what you receive when one of your OverGPU servers falls below 99.9% monthly availability. The commitment covers power, network connectivity and hardware on every server you rent. Credits range from 10% to 100% of that server's monthly fee, and you request them with a ticket from your dashboard within 30 days after the end of the affected month.
How much credit you receive
| Monthly availability | Credit (share of the server's monthly fee) | |
|---|---|---|
| Below 99.9% | 10% | more than about 43 minutes |
| Below 99.5% | 25% | more than 3.6 hours |
| Below 99.0% | 50% | more than 7.2 hours |
| Below 95.0% | 100% | more than 36 hours |
How downtime is counted
Downtime is a period during which your server is unavailable because of a failure of power, network or hardware on our side. It is counted from when we detect the incident or you report it, until it is resolved.
Report an incident as soon as you notice it, with a ticket from the Support section of your dashboard; if you cannot sign in, reset your password with "Forgot password" on the login page. Downtime is counted from detection or from your report, so an early report keeps the record accurate. Our support guide lists what to include.
Failed GPUs and components are replaced as a priority. When a repair cannot be completed quickly, we offer an equivalent server where available.
What does not count as downtime
- Scheduled maintenance announced at least 48 hours in advance.
- Issues caused by your software, configuration or use, such as a driver you installed or a firewall rule that blocks SSH.
- Suspension under our terms of service or our acceptable use policy.
- Attacks exceeding the DDoS protection included with the service.
- Events outside our reasonable control.
Our engineers still help with problems in your own software stack. Those problems just do not count toward the SLA.
How to request a credit
Open a ticket from the Support section of your dashboard within 30 days after the end of the affected month. Include the server's IP address and the dates and times of the incident, with your time zone. Credits are added to your account balance, or refunded if your service ends.
Under our terms of service, service credits are your primary remedy for unavailability. The full commitment, including bandwidth and support, is in our service level agreement.
Frequently asked questions
Are SLA credits paid out in cash?
No. Credits are added to your account balance, which pays for your renewals. If your service ends, they are refunded instead.
Does planned maintenance count as downtime?
Not when it is scheduled maintenance announced at least 48 hours in advance. Downtime covers unavailability caused by a failure of power, network or hardware on our side.
Is a crash caused by my own software covered?
No. Issues caused by your software, configuration or use are excluded from the SLA, but our engineers can still help you troubleshoot in a ticket from your dashboard.
Still stuck?
Open a ticket from your dashboard with the server, what you ran and any error output. An engineer replies 24/7.