// sla
Service Level Agreement
Last updated: January 2026
KuromiCloud commits to a 99.99% uptime guarantee for eligible services. This SLA defines our availability targets and the service credits you receive if we fall short.
1. Uptime Commitment
We guarantee 99.99% monthly availability for bare-metal, cloud compute, and network services, measured as the percentage of minutes the service is reachable during the calendar month.
2. Service Credits
If monthly uptime falls below 99.99%, you are eligible for service credits: 10% credit for 99.0–99.99%, 25% for 95.0–99.0%, and 50% for below 95.0% of your monthly fee for the affected service.
3. DDoS Protection
All plans include DDoS scrubbing up to their tier limit (up to 1.5T on Enterprise). Attack mitigation is automatic and does not count as downtime under this SLA.
4. Exclusions
This SLA does not cover downtime caused by scheduled maintenance (announced in advance), customer misconfiguration, force majeure, or issues outside our network boundary.
5. Claiming Credits
To claim credits, contact our team within 30 days of the incident with the affected service and time window. Credits are applied to future invoices.
Questions? Reach our team on Telegram or by email