Short version: if a paid service is up less than 99.5% of a calendar month, we credit 10%, 25% or 50% of that service's monthly fee to your next invoice, depending on how far we missed. Open a ticket or email us within 30 days of the month's end to claim.
#1. Our commitment
We commit to 99.5% uptime each calendar month for every paid service. That leaves room for about 3 hours and 36 minutes of downtime in a 30-day month.
Our services run on hardware we own and operate in Los Angeles. No service is immune to hardware faults, network attacks or mistakes, ours included, so we do not promise that nothing will ever go wrong. This policy says what we commit to and what you get when we fall short.
#2. How we measure uptime
Uptime is what the monitors on our public status page, status.servercrate.net, record during the calendar month. The monitors that count for this policy watch:
- the backup vault API endpoint that your backup software connects to
- the customer portal
- the host that each cloud server runs on
A month's uptime is the share of that month in which the relevant monitor reports the service as up. The status page is public, so you can check the same numbers we use.
#3. Credits
Credits are a percentage of the affected service's monthly fee for the month in which the downtime happened:
| Monthly uptime | Credit |
|---|---|
| 99.5% or more | No credit |
| Below 99.5% | 10% of that service's monthly fee |
| Below 99.0% | 25% of that service's monthly fee |
| Below 95.0% | 50% of that service's monthly fee |
- The most you can receive is 50% of a service's fee for any one month.
- On a yearly plan, the monthly fee is the monthly equivalent of your yearly price.
- Credits are account credit applied to your next invoice. They are not paid out as cash refunds.
#4. How to claim a credit
Open a ticket in the customer portal, or email support@servercrate.net from the email address on your account, within 30 days after the end of the affected month. Include:
- which service was affected, for example the vault or cloud server name
- the dates (and times, if you have them) when it was unavailable
We check your claim against the status page records and, if it qualifies, apply the credit to your next invoice.
#5. What is not covered
Downtime caused by the following does not count against uptime, and does not earn credits:
- Scheduled maintenance that we announce at least 48 hours ahead, up to 4 hours per month. Maintenance beyond 4 hours in a month counts as downtime.
- Your own systems, network or configuration.
- Internet problems outside our network, such as an outage at your internet provider or a routing problem between networks we do not operate.
- Force majeure, meaning events beyond our reasonable control, such as natural disasters, war or government action.
Credits also do not apply to accounts that are suspended or past due, or to the Free plan.
#6. Your data during an outage
This policy does not change our zero-knowledge model. Your vault is still encrypted with a password only you hold, and claiming a credit never requires giving us access to your data.
An outage does not delete backups. Your snapshots stay where they are and are available again when the service comes back.
#7. Worked example
You have a Standard vault at $9 a month. In March, the vault API endpoint is down for 5 hours because of a hardware fault. There is also a 2-hour maintenance window that we announced three days ahead, which does not count.
March has 744 hours, so uptime is (744 - 5) / 744 = 99.33%. That is below 99.5% but not below 99.0%, so the credit is 10% of $9, which is $0.90 on your next invoice. Had the outage lasted 8 hours, uptime would be 98.92% and the credit 25%, or $2.25.
#Changelog
- October 25, 2026 - First published.