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Service Level Agreement (SLA) & Uptime

Lineserve provides reliable cloud services with guaranteed uptime commitments and service credits.

Uptime Commitments​

Service Levels​

ServiceUptime SLAMonthly Downtime
VPS & Bare Metal99.9%43.2 minutes
Managed Databases99.95%21.6 minutes
Object Storage99.9%43.2 minutes
Messaging APIs99.9%43.2 minutes

High Availability Options​

  • Database HA: 99.99% with multi-AZ deployment
  • Load Balancers: 99.99% uptime guarantee
  • Multi-Region: 99.99% with cross-region deployment

Service Credits​

Credit Schedule​

Uptime AchievementService Credit
< 99.9% but ≥ 99.0%10% of monthly fees
< 99.0% but ≥ 95.0%25% of monthly fees
< 95.0%50% of monthly fees

How to Request Credits​

# Submit SLA credit request
lineserve support create-ticket \
  --type sla-credit \
  --service compute \
  --incident-date "2024-01-15"

Requirements:

  • Request within 30 days of incident
  • Account in good standing
  • Provide evidence of service impact

Monitoring & Status​

Status Page​

Monitoring Tools​

# Check service status via API
curl https://api.status.lineserve.com/v1/status

# Set up uptime monitoring
lineserve monitoring create-check \
  --type http \
  --url "https://yourapp.com" \
  --interval 60s

Incident Response​

Response Times​

SeverityResponse TimeResolution Target
Critical15 minutes4 hours
High1 hour24 hours
Medium4 hours72 hours
Low24 hours7 days

Severity Levels​

  • Critical: Complete service outage
  • High: Significant degradation
  • Medium: Limited impact
  • Low: Minor issues

Planned Maintenance​

Maintenance Windows​

  • Standard: Tuesdays 2:00-4:00 AM UTC
  • Emergency: 4-hour notice minimum
  • Major Updates: 7-day advance notice

Note: Planned maintenance excluded from SLA calculations

Performance Guarantees​

Network Performance​

  • Latency: < 50ms within region
  • Bandwidth: 99% of advertised speeds
  • Packet Loss: < 0.1%

Storage Performance​

  • IOPS: 99% of provisioned IOPS
  • Latency: < 10ms for SSD storage
  • Throughput: 95% of maximum

API Performance​

  • Response Time: 95% of calls < 2 seconds
  • Availability: 99.9% monthly uptime

SLA Exclusions​

Not Covered by SLA​

  • Customer misconfigurations
  • Third-party service failures
  • Network issues outside Lineserve control
  • Force majeure events (natural disasters, etc.)
  • Beta/preview services
  • Free tier services

High Availability Setup​

Multi-Region Deployment​

# Deploy with automatic failover
lineserve compute create-instance \
  --plan standard-2 \
  --region us-east-1 \
  --ha-region us-west-1 \
  --auto-failover enabled

Database High Availability​

# Create HA database
lineserve database create \
  --type postgresql \
  --plan ha-standard \
  --multi-az enabled

Load Balancer Setup​

# High availability load balancer
lineserve network create-load-balancer \
  --name "ha-web-lb" \
  --health-check "/health" \
  --regions "us-east-1,us-west-1"

Reporting​

Monthly SLA Reports​

  • Detailed uptime statistics
  • Performance metrics
  • Incident summaries
  • Service credit calculations

Custom Reports​

# Generate SLA report
lineserve reporting generate-sla-report \
  --start-date "2024-01-01" \
  --end-date "2024-01-31" \
  --format pdf

Contact & Support​

SLA Support​

Escalation Process​

  1. Technical Support Team
  2. Engineering Team
  3. Senior Engineering Management
  4. Executive Team