Legal
Service level agreement
99.9% monthly availability for power, network and hardware on every server, with service credits of up to 100% of the monthly fee.
1. Commitment
For every server you rent, FullGPU commits to 99.9% monthly availability of power, network connectivity and hardware.
2. Definitions
- Downtime: a period during which your server is unavailable because of a failure of power, network or hardware on our side, counted from when we detect the incident or you report it until it is resolved.
- Monthly availability: total minutes in the month minus downtime, divided by total minutes in the month.
3. Service credits
| Monthly availability | Credit (share of the server's monthly fee) |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
| Below 95.0% | 100% |
Request a credit through support within 30 days after the end of the affected month. Credits are applied to your next invoice, or refunded if your service ends.
4. Exclusions
Downtime does not include scheduled maintenance announced at least 48 hours in advance, issues caused by your software, configuration or use, suspension under the Terms of Service or the Acceptable Use Policy, attacks exceeding the protection included with the service, and events outside our reasonable control.
5. Hardware failures
Failed GPUs and components are replaced as a priority. When a repair cannot be completed quickly, we offer an equivalent server where available.
6. Bandwidth
Every server includes outbound bandwidth with no egress fees: 20 TB per month for single-GPU plans and 50 TB per month for 8-GPU servers, under fair use. Inbound traffic is not counted. If you consistently exceed your allowance, we contact you before any change to agree on a suitable option.
7. Support
Support is available 24/7 for incidents. Report incidents through our contact form or the channel provided with your server.