Effective date: March 24, 2026
Last updated: March 24, 2026
1. Overview
This Service Level Agreement applies to covered Amherst Systems services and describes our monthly uptime target and the service credits that may be available if that target is not met.
This Service Level Agreement is part of our Terms of Service. Unless otherwise stated in a written Order Form, service credits under this Agreement are your sole and exclusive remedy for covered availability issues.
2. Covered services
Unless otherwise stated in writing, this Service Level Agreement applies only to:
- VPS hosting; and
- dedicated servers, for network and infrastructure availability.
This Service Level Agreement does not apply to DDoS mitigation performance, system administration outcomes, third-party software, application-level issues, or services that are not expressly identified as covered.
3. Uptime target
For covered services, Amherst Systems targets 99.9% monthly uptime for network and service availability.
4. Definitions
For purposes of this Agreement:
- Monthly Uptime Percentage means
((total minutes in the month - downtime minutes) / total minutes in the month) x 100. - Downtime means a period during which the covered service is unavailable due to a failure of Amherst Systems-controlled infrastructure, excluding the events listed in Section 5.
5. Exclusions
The following are not counted as Downtime under this Agreement:
- DDoS attacks, DDoS mitigation events, and attack-related instability;
- customer-caused outages, customer misconfiguration, customer software issues, or customer security incidents;
- third-party software failures or application-level failures;
- upstream network or provider failures outside our reasonable control;
- scheduled maintenance or emergency maintenance;
- suspension, rate limiting, null-routing, or other action taken under our Terms of Service or Acceptable Use Policy; and
- force majeure events, including natural disasters, war, civil unrest, widespread backbone failures, or similar events outside our reasonable control.
6. Service credits
If the Monthly Uptime Percentage for a covered service falls below 99.9% in a given calendar month, you may request a service credit as follows:
| Monthly Uptime Percentage | Credit |
|---|---|
| 99.9% or higher | No credit |
| 99.0% to less than 99.9% | 10% of the monthly recurring fee for the affected service |
| 95.0% to less than 99.0% | 25% of the monthly recurring fee for the affected service |
| Less than 95.0% | 50% of the monthly recurring fee for the affected service |
Credits:
- apply only to future invoices;
- are not cash refunds;
- apply only to the affected covered service; and
- are the sole and exclusive remedy for covered downtime events.
7. How to request a credit
To request a credit, email contact@amherst.systems with the subject line SLA Credit Request and include:
- the affected service identifier;
- the date and time range of the issue;
- a description of the issue; and
- any supporting evidence you want us to review.
Credit requests must be submitted within 10 business days after the end of the month in which the downtime occurred.
8. Review and determination
We will review our logs, monitoring data, and other relevant records to determine whether a claim is eligible. Credit determinations are made in our reasonable discretion based on the records available to us.
9. Changes to this Agreement
We may update this Service Level Agreement from time to time by posting a revised version. Changes take effect when posted unless a later date is stated.
10. Contact
contact@amherst.systems