Measurement
Availability is calculated from platform monitoring probes to your attached load balancer VIP, excluding segments classified as excluded minutes.
Legal · availability
Service level agreement (SLA)
This SLA states monthly availability targets for Encruelecerias managed network and power supporting covered node hosting services, plus credit mechanics when targets are not met. It is not a marketing claim page—read exclusions carefully.
Definitions
Covered period is a calendar month UTC. Excluded minutes include customer-caused outages, upstream DNS failures, third-party APIs, and announced maintenance within published windows.
Monthly availability target
| Tier family | Target (measured) | Service credit (example) |
|---|---|---|
| Standard managed | 99.9% monthly (exclusions apply) | 10% of monthly fee for affected SKU if below target |
| Scale / dedicated | 99.95% monthly (exclusions apply) | 15% of monthly fee for affected SKU if below target |
Credit percentages are examples until duplicated in your executed order; controlling contract prevails.
Claims
Open a ticket within 30 days of the incident month with timestamps and affected service IDs.
Maintenance
Scheduled maintenance counts as excluded minutes when started during published windows and recorded with ticket IDs.
Contact
Encruelecerias Cloud Node Solutions LLC · hello@encruelecerias.us · +1 (512) 555-0344