--- title: "Service Commitments and Support | AdultInfra" description: "Published availability commitments, support response times, and SLA terms for the AdultInfra platform: cloud, storage, DDoS, Kubernetes, bare metal, and more." url: "https://adultinfra.com/sla/" dateModified: "2026-09-12" --- [Home](https://adultinfra.com/) / SERVICE COMMITMENTS # Availability, support, and SLA terms. The published availability commitments, support response targets, and SLA terms behind the platform, so procurement knows exactly what is guaranteed. [Talk to an engineer](https://adultinfra.com/contact/) [Read the guide ↓](https://adultinfra.com/sla/#guide) UPDATED SEPTEMBER 14, 2026 ## Availability commitments. Published commitments are set per service. Figures below are the platform's published availability commitments; final terms are confirmed in your proposal. Service Commitment Cloud and virtual machines 99.95% with financial guarantees Object storage 99.999% availability DDoS protection 99.99% uptime Kubernetes 99.9% Containers (CaaS) 99.9% Bare metal 99.9% Managed PostgreSQL 99.9% (three-replica HA) Colocation Tier 3 99.982%, Tier 4 99.995% CDN, streaming, DNS, GPU Confirmed per service in your proposal ## Support response times. Response targets depend on plan and priority. Priority one covers critical outages and critical security issues; priority two covers high-impact issues with a workaround; priorities three and four cover medium and low-impact requests. Plan P1 P2 P3 P4 Basic (included) Best effort Standard — — < 4 h < 8 h Advanced < 1 h < 2 h < 4 h < 8 h Enterprise < 15 min < 30 min < 1 h < 2 h Premium Custom ## SLA terms in brief. - **Remedy.** Service credits are the sole and exclusive remedy for an SLA breach and the full extent of liability for it. - **Eligibility.** The account must be in good standing with no unpaid invoices to claim. - **Exclusions.** Scheduled and emergency maintenance, force majeure, customer equipment and software, third-party actions, local access circuits, and measurement errors. - **Claiming.** Credits are requested through support with the affected service, impact, and time window. - **Contract terms.** Initial term, indexation, and termination terms are set out in the master services agreement and confirmed in your proposal. [See security and compliance](https://adultinfra.com/security/) ## Need SLA terms for procurement? Request the full service level agreement, service specifications, and data processing agreement under NDA. [Request the documents](https://adultinfra.com/contact/) ## Service commitment questions. ### What availability commitments apply? Cloud and virtual machines carry a 99.95% commitment with financial guarantees, object storage 99.999%, DDoS protection 99.99%, and Kubernetes, containers, bare metal, and managed PostgreSQL 99.9%. Figures for CDN, streaming, DNS, and GPU are confirmed in your proposal. ### What support response times are available? Support plans range from best-effort to enterprise, with priority-one responses as fast as 15 minutes on the enterprise plan. Response targets by priority are listed above. ### How are SLA credits claimed? Service credits are the sole and exclusive remedy for an SLA breach and require the account to be in good standing with no unpaid invoices. Credits are requested through support with the affected service and time window. ### What is excluded from the SLA? Scheduled and emergency maintenance, force majeure, customer equipment and software, third-party actions, local access circuits, and SLA measurement errors are excluded, along with the standard exclusions in the service level agreement. ### Are CDN and streaming covered by a published SLA? CDN, streaming, DNS, and GPU availability commitments are confirmed per service in the proposal, alongside the published cloud, storage, security, and container commitments. ## Related. [Security and compliance](https://adultinfra.com/security/) [The full infrastructure platform](https://adultinfra.com/platform/) [Terms of service](https://adultinfra.com/terms/) ```json {"@context":"https://schema.org","@graph":[{"@type":"WebPage","@id":"https://adultinfra.com/sla/#webpage","name":"Service commitments and support","url":"https://adultinfra.com/sla/","description":"Published availability commitments, support response times, and SLA terms for the AdultInfra platform: cloud, storage, DDoS, Kubernetes, bare metal, and more.","inLanguage":"en"},{"@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://adultinfra.com/"},{"@type":"ListItem","position":2,"name":"Service commitments","item":"https://adultinfra.com/sla/"}]},{"@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What availability commitments apply?","acceptedAnswer":{"@type":"Answer","text":"Cloud and virtual machines carry a 99.95% commitment with financial guarantees, object storage 99.999%, DDoS protection 99.99%, and Kubernetes, containers, bare metal, and managed PostgreSQL 99.9%. 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