This Service Level Agreement ("SLA") sets out Two-O's commitment regarding the availability of our hosting services and the service credits available if we fail to meet that commitment.
1. Service availability commitment
Two-O commits to the following monthly uptime targets, calculated per calendar month:
- Cloud VPS: 99.9% per region
- Dedicated Servers: 99.9% (network + power)
- Shared Hosting: 99.9%
- Object Storage: 99.99% durability, 99.9% availability
- Network (datacenter-to-internet): 99.99%
- DNS: 100% availability (geographically distributed anycast)
2. Measurement methodology
Service availability is measured as the percentage of time, in a calendar month, during which the affected service was operational and reachable from outside our network. Downtime is measured in 1-minute intervals from the moment our monitoring detects unavailability until restoration is confirmed. The minimum measurable downtime increment is 1 minute.
The following events are excluded from downtime calculations:
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance to prevent imminent harm or comply with legal requirements.
- Downtime caused by customer actions, customer software, or customer-installed configurations.
- Force majeure events (natural disasters, war, government action, internet-wide outages).
- Suspensions due to violation of our Terms of Service.
- Failure of customer-supplied DNS, application code, or third-party integrations.
3. Service credits
If we fail to meet the uptime commitment in a given calendar month, you are eligible for service credits as follows, applied to the next monthly invoice:
- 99.0% – 99.9%: 10% of the monthly fee
- 95.0% – 99.0%: 25% of the monthly fee
- 90.0% – 95.0%: 50% of the monthly fee
- Below 90.0%: 100% of the monthly fee
Service credits are the sole and exclusive remedy for SLA violations. Credits cannot be exchanged for cash and do not extend beyond the affected service.
4. Claim procedure
To claim service credits, open a ticket through your client area within thirty (30) days of the end of the month in which the downtime occurred. Include:
- Account ID and affected service identifier(s).
- Date and time of the outage(s) (UTC).
- Any independent monitoring data you have (StatusCake, Pingdom, UptimeRobot logs).
We will validate the claim against our internal monitoring within 14 business days. Approved credits appear on your next invoice.
5. Status & transparency
Real-time service status is published at two-o.net/status. Historical uptime, incident reports, and post-mortems for major outages are available on the same page. We commit to publishing root-cause analysis within 14 days of any Severity 1 incident.
6. Network-only commitment for dedicated servers
The 99.9% commitment for dedicated servers covers network connectivity and power supply only. Hardware failure of the server itself is covered by our standard hardware replacement procedure (target: 4-hour replacement during business hours, next-business-day off-hours). Hardware downtime is not credited under this SLA but may be subject to compensation on a case-by-case basis.
7. Beta and preview services
Services explicitly marked as "beta", "preview", or "alpha" are excluded from this SLA. They are provided on a best-effort basis without availability commitments.
8. Modifications
We may update this SLA from time to time. Material changes (reductions in uptime commitment, changes to credit schedule) will be announced at least 60 days in advance and will not apply retroactively to existing service periods.
9. Contact
SLA claims and questions: open a ticket from your client area, or email support@two-o.net. Status page: two-o.net/status.