Service Level Agreement (SLA)
Effective Date: April 2026
1. Guaranteed Uptime
HORUS TECH LTD guarantees a 99.9% uptime for the Control Plane and API endpoints. Node availability is contingent upon the underlying physical hardware, but failing clusters are automatically mitigated to backup nodes via our routing algorithms within 30 seconds.
2. Hardware Maintenance
Routine hardware maintenance on GPU clusters (driver updates, NVML patching, dust clearance) is scheduled with a minimum of 48-hour notice via email. Critical security patches may be deployed with 2-hour emergency windows.
3. SLA Credits
If the monthly uptime drops below 99.9%, affected instances will automatically receive compute credits equivalent to 10% of their monthly bill. Drops below 99.0% result in a 25% credit. Contact the admin team for dispute resolutions.