Service Level Commitment
The 99.98% monthly service availability commitment, measurement, exclusions and service-credit requests.
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The commitment
White Label Services, LLC commits to 99.98% monthly availability for each ServerQ virtual and dedicated server. Availability is assessed for the individual service. The percentage is a contractual commitment; historical uptime is not published on this site.
| Period | Downtime the commitment allows |
|---|---|
| One 30-day month | 8 minutes 38 seconds |
Service downtime
Downtime is a loss of service reachability from outside our network caused by an issue within our control, including a host, hypervisor or network failure. It is measured in whole minutes from the first failed check until service is restored.
What is excluded
- Planned maintenance announced in advance. We give notice in the portal and by e-mail, and we schedule it outside Türkiye business hours wherever the work allows.
- Issues caused by customer configuration, software or content, including a full disk, firewall settings or an application failure.
- Suspension under the Acceptable Use Policy or for an unpaid invoice.
- Failures outside our control on the route between the customer and our network. Loss of access from one network while the service remains reachable from others is excluded.
- Force majeure as defined in the Distance Sales Agreement.
Network scope
This SLA covers availability. Port rates and monthly transfer allowances are listed for each product. A VPS port rate describes the hypervisor uplink; actual transfer speed depends on the route, remote endpoint and current load. US VPS transfer is unmetered subject to fair use. This SLA does not guarantee a throughput rate.
Service-credit requests
Open a support ticket within thirty days of the incident. Include the affected service, dates and times with their timezone, and available monitoring or network logs. We compare this evidence with our records and share the assessment.
If the commitment is missed, service credit is assessed against the outage duration and the price of the affected service, and applied to future invoices. This document does not set fixed credit percentages. Request the applicable credit terms in writing before ordering if needed. Mandatory statutory rights are preserved.
Measurement records
Availability is measured using ServerQ service records. You may submit your own monitoring data with a claim. A public status history with independent monitoring is not currently available.