1. Uptime Commitment

docubanker solutions, LLC targets a 99.9% network and power availability standard per calendar month across all primary static compute locations.

2. Honest SLA Exclusions

Our SLA is grounded in operational transparency. The availability target explicitly excludes downtime resulting from:

• Scheduled maintenance windows communicated at least 24 hours in advance.
• Client-managed OS level configuration errors, kernel panics, or application software faults inside guest runtimes.
• Upstream transit provider carrier-level fiber cuts or upstream network outages beyond our direct control.
• Force majeure events, natural disasters, or upstream facility power failures exceeding redundant generator capacity.
• Denial of Service (DDoS) attacks exceeding upstream carrier scrubbing capacity.

3. Service Level Credits

If verifiable network or host node uptime drops below 99.9% in a given calendar month due to direct infrastructure failure, clients are eligible to request pro-rated service credits applied toward future invoice cycles:

• 99.0% to 99.89% Availability: 10% credit of monthly compute base rate.
• 95.0% to 98.99% Availability: 25% credit of monthly compute base rate.
• Below 95.0% Availability: 50% credit of monthly compute base rate.

Credits must be requested via concierge contact within fifteen (15) days of the impacted calendar month.

4. Hardware Replacement Commitment

For dedicated hardware and bare metal nodes, component replacement (failed storage drives, RAM, power supplies) is executed via on-site data center technical teams within a 4-hour target window following diagnostic confirmation.