Availability. Rackdog targets 99.99% monthly uptime ("Availability") for Core Services, calculated as ((Total Minutes in Month - Downtime) / Total Minutes in Month) × 100. "Downtime" means material unavailability due to Rackdog-controlled infrastructure failure, excluding Excluded Events.

Excluded Events. The following do not count as Downtime: (a) scheduled maintenance (72 hours' advance notice) or emergency maintenance for security/stability; (b) outages from Customer's failure to implement recommended redundancy; (c) power, cooling, or physical failures at third-party data center facilities; (d) network outages affecting a single carrier where Customer selected single-homed connectivity; (e) upstream or third-party network failures; (f) outages caused by Customer's configurations, applications, or actions; (g) DDoS attacks or malicious traffic originating outside Rackdog's network; (h) for bare metal, individual hardware component failures, provided Rackdog uses commercially reasonable efforts to repair or replace promptly (not applicable to VPS); (i) suspension under Section 4.7 [Suspension of Services] of the MSA; and (j) force majeure events under Section 13.10 [Force Majeure] of the MSA.

Service Credits.
Monthly Availability Credit (% of Monthly Fees for Affected
Service)
99.9% to < 99.99% - 5%
99.5% to < 99.9% - 10%
< 99.5% - 25%
Customer must request credits within fourteen (14) days of the incident with reasonable documentation. Maximum credits per month: 50% of monthly Fees for the affected Service. Credits are non-transferable, have no cash value, are applied to future invoices, expire twelve (12) months from issuance, and are Customer's sole and exclusive remedy for Availability failures.

Supplementary Services. SLA commitments for Supplementary Services are as specified in the applicable Order. Where none is stated, Rackdog provides commercially reasonable efforts without guaranteed Availability or credits.