Reliable infrastructure backed by a clear commitment
At Spin Servers, we believe a Service Level Agreement should be straightforward and easy to understand. This SLA explains our uptime commitments for eligible dedicated server and colocation services, along with the service credits available if we do not meet those commitments.
Dedicated Server SLA
Spin Servers provides a 99.99% monthly uptime commitment for the network and power delivered to eligible dedicated servers.
Our dedicated servers are unmanaged unless otherwise stated. This commitment covers the availability of Spin Servers’ network and power infrastructure. We are also responsible for replacing failed server components supplied by Spin Servers, including processors, memory, storage drives, network interfaces, power supplies, and cooling fans.
The uptime commitment does not cover the availability of the operating system, applications, customer configurations, or other server-management functions.
| Monthly Uptime | Approximate Monthly Downtime | Service Credit |
|---|---|---|
| 99.99% or higher | Up to 4 minutes | No credit |
| 99.95% to below 99.99% | Up to 22 minutes | 10% |
| 99.90% to below 99.95% | Up to 44 minutes | 20% |
| 99.80% to below 99.90% | Up to 1 hour 28 minutes | 30% |
| Below 99.80% | More than 1 hour 28 minutes | 40% |
Service credits are calculated using the monthly recurring charge for the affected service.
Colocation SLA
Spin Servers provides a 99.999% monthly uptime commitment for power and network availability on eligible colocation services that include redundant power and network connectivity.
The commitment applies only to the power and network services supplied by Spin Servers. It does not cover customer-owned equipment, customer cabling, customer configurations, or services that were ordered without redundant power or network connectivity.
| Monthly Uptime | Approximate Monthly Downtime | Service Credit |
|---|---|---|
| 99.999% or higher | Up to 26 seconds | No credit |
| 99.995% to below 99.999% | Up to 2 minutes | 10% |
| 99.990% to below 99.995% | Up to 4 minutes | 20% |
| 99.950% to below 99.990% | Up to 22 minutes | 30% |
| Below 99.950% | More than 22 minutes | 40% |
Service credits are calculated using the monthly recurring charge for the affected service.
SLA Exclusions
Downtime will not qualify for an SLA credit when it results from:
Scheduled or emergency maintenance for which reasonable notice was provided, when practicable
Customer-owned equipment, software, operating systems, cabling, or configurations
Actions or omissions by the customer or an authorized third party
Suspension resulting from nonpayment, abuse, security risks, or violation of Spin Servers’ policies
Distributed denial-of-service attacks or traffic filtering performed to protect the network
Events outside Spin Servers’ reasonable control
Only the affected service is eligible for a credit. SLA credits are not cash refunds and cannot exceed the monthly recurring charge for that service.
Requesting an SLA Credit
If you believe an eligible service experienced qualifying downtime, open a support ticket through the Spin Servers Client Portal after the incident has been resolved. Please include the affected service and the approximate beginning and ending times of the outage.
Our team will review the incident and confirm whether it qualifies under this SLA. Approved credits will be applied toward the next invoice for the affected service.
For services billed on a quarterly, annual, or other extended billing cycle, the maximum eligible credit is based on the prorated monthly recurring charge for the affected service.
