RackGenius is committed to providing a fast and reliable connection to your services. This Service Level Agreement sets out the uptime we commit to, how we measure it, what you get if we miss it, and the situations it does not cover. It applies to all RackGenius products, with product-specific terms in the sections below.
This SLA is part of our Terms of Service and is offered by Snakecraft Hosting, LLC, doing business as RackGenius. Last updated: August 31, 2026.
Our uptime commitment
| Service | Commitment | What we are measuring |
|---|---|---|
| Web hosting | 99.95% monthly | Availability of your hosting account and its services from our network edge |
| VPS | 99.95% monthly | Availability of the hypervisor hosting your instance, and network reachability to it |
| Dedicated servers | 99.95% monthly | Network reachability to your server's assigned ports and addresses |
| Game hosting | 99.95% monthly | Availability of the node hosting your instance, and network reachability to it |
| Colocation | 99.95% monthly | Power delivery to your cabinet or cage, and network reachability to your assigned ports |
| IP transit | 99.95% monthly | Availability of your handoff port and route propagation from our edge |
99.95% in a 30 day month allows roughly 22 minutes of downtime.
How downtime is measured
Downtime is an unplanned interruption during which you cannot reach the service as described above, caused by a problem within RackGenius infrastructure or network.
- Downtime is measured per event, from the first verified failure to the point service is restored.
- We measure from our own monitoring, at the edge of the affected site and from outside it. You are welcome to submit your own monitoring data with a claim and we will take it into account.
- Time spent waiting on you, for example for a reply, an access approval, or a configuration change on your side, does not count toward downtime.
- Where the cause is disputed, RackGenius makes the final determination, and we will explain the reasoning in writing if you ask.
Service credits
Credits are calculated against the monthly fee for the affected service only, not your whole account.
- The first 30 minutes of an interruption do not qualify for credit.
- For each complete hour of downtime beyond that first 30 minutes, you receive 1% of that service's monthly fee.
- Credits are capped at 75% of the affected service's monthly fee. Where several events occur in the same month, credits add up but never exceed that 75% cap.
- For services billed other than monthly, the monthly fee is the total fee divided by the number of months in the term.
| Downtime in a single event | Credit |
|---|---|
| Up to 30 minutes | None |
| 30 minutes to 1 hour 30 minutes | 1% |
| 1 hour 30 minutes to 2 hours 30 minutes | 2% |
| 12 hours 30 minutes | 12% |
| Beyond that | 1% per further hour, to a maximum of 75% |
Credits are issued as account credit and applied to future invoices. They are not paid out in cash and are not refundable. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
To be eligible, your account must be in good standing, with no overdue invoices and no unresolved violations of our Terms of Service or Acceptable Use Policy at the time of the interruption.
What this SLA does not cover
The following do not qualify for credits:
- Hardware failure. See the section below for what we do instead.
- Anything on your side of the service: your operating system, applications, configuration, firewall rules, control panel changes, or your own equipment.
- Downtime caused by third parties, including upstream carriers, internet exchanges, contractors, and the operators of our data center facilities.
- Denial of service attacks, whether aimed at you or at shared infrastructure.
- Exceeding the resources allocated to your service, including CPU, memory, disk, and fair use limits.
- Scheduled maintenance, and emergency maintenance needed to preserve the security or stability of the platform.
- Suspension or termination for non-payment, abuse, or violation of our Terms of Service or Acceptable Use Policy.
- Severe weather, natural disaster, utility failure, and other events outside our reasonable control.
- Illegal activity, and any claim we reasonably believe to be fraudulent.
- Free, trial, beta and promotional services.
Scheduled maintenance
We give at least 72 hours notice of planned maintenance that is expected to interrupt service, posted as an announcement in the client area and sent to your account contacts. We schedule it outside peak hours wherever we can. Emergency maintenance to protect the security or stability of the platform may happen with shorter notice or none, and we will tell you what happened afterwards.
Hardware failures
Hardware fails. When it does, we will tell affected customers as soon as we know, and we will keep you updated until the components are replaced. If space is available on another machine and your data is reachable, we will move your service at no charge on request.
Hardware failure does not qualify for service credits. We would rather be straight with you about that than bury it in a list of exclusions. Keep your own backups, and consider a product with redundancy across nodes if a single hardware failure would be a serious problem for you.
Product-specific terms
Web hosting, VPS and game hosting
Availability is measured at the node or hypervisor level and by network reachability. Problems inside your own hosting account, container or virtual machine, including application faults, resource exhaustion and misconfiguration, are not downtime for the purposes of this SLA.
Dedicated servers
Our commitment covers network reachability to your server. The server itself is yours to run: operating system, software, and anything you install are outside this SLA, and hardware failure is handled as described above.
Colocation
Our commitment covers power delivery to your cabinet or cage and network reachability to the ports we provide. Your equipment is your responsibility, including its configuration, redundancy, and physical condition. Failures of customer-owned hardware, power supplies, or cabling do not qualify for credits. Facility conditions such as cooling and physical access are governed by the data center operator's own policies, and we will use reasonable efforts to work with them on your behalf.
IP transit
Our commitment covers availability of your handoff port and propagation of your announced routes from our edge. It does not cover reachability across the wider internet, the behavior of other networks, your own routing policy or equipment, or filtering applied because your announcements do not pass IRR or RPKI validation. Maintenance on transit and exchange connections follows the notice terms above.
Making a claim
Open a ticket from the client area within seven days of the interruption, and include:
- the affected service, by hostname or service ID;
- the date, start time and end time of the interruption, with your time zone;
- any monitoring data, traceroutes or logs you have.
We aim to respond to SLA claims within five business days. Approved credits are applied to your account and appear on your next invoice.
Changes to this SLA
We may update this SLA. Where a change reduces the commitments above, we will give at least 30 days notice to account contacts before it takes effect. The date at the top of this page reflects the current version.
