ServerBike Service Level Agreement

SLA overview

This page defines the ServerBike Service Level Agreement for covered services and should be read together with the Service Agreement, Privacy Policy and Refund Policy. Covered services, measurements and any remedies apply only as stated in this document and, where applicable, in the customer’s service order, written quote or other service-specific schedule.

Covered services and components

This SLA applies to network-level connectivity provided by ServerBike. It does not cover individual service instances, application-layer availability or performance characteristics specific to a customer’s configuration. Customer-managed software, application behavior, workload design and similar customer-controlled elements are outside the network-level measurement described below unless a written service schedule states otherwise.

Availability measurement

ServerBike targets 99.89% network uptime on a monthly basis, measured as the percentage of minutes in a calendar month during which the core network infrastructure is operational.

The measurement described here concerns the operational state of the core network infrastructure. It should not be read as a statement about the customer’s application layer, software stack, site configuration or other service elements that are managed by the customer or fall outside the defined network-level measurement point.

Maintenance and exclusions

ServerBike may perform scheduled maintenance to ensure infrastructure security, stability and performance. Where possible, maintenance is scheduled during low-traffic periods and communicated in advance through the Client Area or by email notification. Emergency maintenance required to address security vulnerabilities or critical failures may occur without advance notice.

The following are excluded from availability calculations:

• Scheduled maintenance — planned maintenance windows, including maintenance announced through the Client Area or email where applicable
• Customer-caused issues — including DDoS attacks targeting the customer’s IP addresses or services, misconfiguration or resource exhaustion caused by customer workloads
• Third-party failures — upstream provider outages, transit issues, DNS failures or other events outside ServerBike’s direct control
• Agreement violations — downtime resulting from suspension due to violation of the Service Agreement or Acceptable Use Policy
• Force majeure — natural disasters, government actions or other circumstances beyond reasonable control

Incident reporting and claim process

If you experience a service interruption that you believe qualifies under your SLA terms, report the issue through the approved account path and include the service details needed for review.

1. Open a support ticket in the Client Area as soon as possible
2. Include the affected service, IP address(es) and approximate start time of the interruption
3. Provide any relevant diagnostics, including traceroute, ping results or error messages where available

Where a written SLA or service-credit process applies, the submission deadline and review process are defined in the relevant service order, written quote or SLA document. ServerBike may review network logs and related diagnostics when assessing a reported incident.

Service credits and remedies

If the measured uptime for a covered service falls below the 99.89% threshold, ServerBike may apply a service credit equal to five times the value of the downtime that exceeds the guaranteed threshold, calculated against the affected service.

Service credits are the customer’s sole and exclusive remedy for covered SLA downtime and must be requested through the applicable claim process. Where a service order, written quote or service-specific schedule defines additional covered-service terms, those terms apply together with this SLA.

Related legal documents

• Service Agreement
• Privacy Policy
• Refund Policy
• Contact ServerBike

SLA version and effective date