Service Level Agreement

Last updated: January 2025

1. Uptime Commitment

Nobregas commits to a monthly uptime of 99.9% for all shared and WordPress hosting plans. VPS and dedicated server plans include a 99.95% monthly uptime commitment. Game servers include a 99.5% uptime commitment.

2. Uptime Definition

Uptime is calculated as: (total minutes in month - downtime minutes) / total minutes in month × 100. Downtime is defined as the service being unreachable from all monitoring locations simultaneously for more than 2 consecutive minutes.

3. Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance windows (announced at least 48 hours in advance).
Downtime caused by factors outside our reasonable control (force majeure, BGP issues from upstream providers).
Suspension of services due to unpaid invoices or AUP violations.
Issues resulting from customer-side configuration, scripts or applications.

4. Compensation

If monthly uptime falls below the committed level, you are eligible for the following service credits applied to your account:

Uptime in month	Service credit
99.0% to 99.9%	5% of monthly fee
95.0% to 98.99%	10% of monthly fee
Below 95%	25% of monthly fee

5. Claiming Credit

Credits must be requested within 7 days of the end of the affected month by opening a support ticket referencing the incident. Credits are applied to your account balance and are not redeemable for cash.

6. Monitoring

Uptime is monitored from multiple independent locations worldwide. Historical uptime data is publicly available at /status/.