1 · Definitions
- Downtime — minutes in which a running on-demand/reserved instance is unreachable on its mapped ports due to a failure of our platform (host, fabric, edge), or in which a region rejects all deploys.
- Monthly uptime — (minutes in month − downtime) ÷ minutes in month, per instance.
- Downtime starts when our monitoring detects the failure or you open a ticket about it, whichever is first, and ends at restoration.
2 · Credit schedule
| Monthly uptime of the instance | Credit (of that instance's charges that month) |
|---|---|
| < 99.9% – ≥ 99.0% | 10% |
| < 99.0% – ≥ 95.0% | 25% |
| < 95.0% | 50% |
Claim with a ticket titled SLA within 30 days, naming the instance(s) and window; we verify against platform telemetry and apply the credit to your balance. Credits are the exclusive remedy for availability misses.
3 · Exclusions
- Interruptible instances (interruption is a feature, not downtime);
- anything inside your workload — crashed processes, OOM kills, misconfigured images;
- suspensions under the AUP or zero-balance auto-stops;
- announced maintenance windows (published on /status ≥72 h ahead, ≤4 h/month);
- force majeure and failures of networks we do not operate (your ISP, cryptocurrency networks).
4 · Enterprise riders
Enterprise reservations can attach stronger riders — named-engineer support with 15-minute response, per-fleet uptime targets, custom maintenance calendars — specified in the reservation quote and prevailing over this page where they differ.
5 · Transparency
Live component and per-region status, plus the full incident history this SLA is judged against, are public at powergpu.io/status — no login, no "operational" theatre over unlisted incidents: if it impacted customers, it is listed.
Version 1.0, effective 2026-09-03. Material changes are announced in-console 14 days ahead; previous versions are available on request through a support ticket.