What we owe you when it breaks

1. Availability commitment

We commit to 99.9% monthly availability for running instances, measured per instance per calendar month. An instance is unavailable during any full minute in which it is powered on, has not been stopped or destroyed by you, and cannot be reached on its public interface or has lost access to its attached GPU.

2. Service credits

Credits are applied to your account balance and can be spent on any service. They are not refundable to a payment method and are capped at your total spend on the affected instance for the month in question.

3. Interrupted runs

If a host failure terminates a running instance, we credit the full cost of that instance's runtime for the hour in which it failed, automatically and without a claim. This is separate from and additional to the availability credits above.

4. Exclusions

The commitment does not cover unavailability caused by:

• Your own actions — misconfiguration, firewall rules, exhausted credit, or resource exhaustion inside the instance
• Suspension under the acceptable use policy
• Announced maintenance published at least 14 days in advance on the status page
• Emergency security patching, capped at four hours per instance per month
• Factors outside our reasonable control, including upstream network failures, natural disasters and government action
• Instances in queued, provisioning, imaging or booting state, which are not billed and therefore carry no commitment
• Beta or preview features, which are labelled as such

5. Claiming

Availability credits under section 2 require a claim. Email support@gpuai.shop within 30 days of the end of the affected month with the instance IDs and the approximate times of unavailability. We respond within five business days.

6. Sole remedy

Service credits are the only remedy for failure to meet this SLA. Nothing here excludes liability that cannot lawfully be excluded.

7. Changes

We may change this SLA with 30 days' notice by email to account holders. Changes never apply retroactively to a month already in progress.