Our availability, performance and support commitments.

“Covered Resources”

The GPUs, compute servers and storage provisioned to you under your plan or order.

“Downtime”

A period during which a Covered Resource is unavailable, as measured by our monitoring, excluding the Exclusions in Section 7.

“Monthly Uptime Percentage”

For a Covered Service in a calendar month, 100% minus the percentage of minutes in that month during which the service was in Downtime.

“Service Credit”

A credit applied against a future invoice, calculated as set out in Section 5.

We will use commercially reasonable efforts to meet or exceed the following monthly availability targets, measured per calendar month and subject to the Exclusions in Section 7.

• GPU compute performance within 5% of vendor baseline, with ECC errors monitored and escalated.
• NVMe-backed block storage: 5,000 IOPS (±10%); high-performance block: 1,000 IOPS; shared filesystem: 250 MB/s throughput.
• Storage latency under 5 ms (P99) within the same rack or availability zone.
• Snapshots daily full and hourly incremental, with a 30-day minimum retention and a recovery point objective of 15 minutes or less.

We aim to acknowledge and resolve support requests within the following targets, based on severity.

If the Monthly Uptime Percentage for a Covered Service falls below its target in Section 2, you may request a Service Credit. The credit is calculated based on the charges for the Covered Resources affected during the Downtime, multiplied by the duration of the Downtime.

Service Credits in any calendar month will not exceed your monthly service fee for the affected Service. Service Credits are applied against a future invoice, are not redeemable for cash, and are your sole and exclusive remedy for any failure to meet the commitments in this SLA.

We publish monthly uptime reports for the Services. To claim a Service Credit, submit a request to support@navigate.network within thirty (30) days of the end of the affected month, including the dates and times of the Downtime and the Covered Resources affected. Approved credits are applied to your following invoice.

The commitments in this SLA do not apply to unavailability or performance issues caused by:

• Your workloads, applications, configurations or misuse of the Services;
• Factors outside our reasonable control, including force majeure events and failures of public networks or utilities;
• Acts or omissions of you or any third party engaged by you;
• Maintenance you request or schedule, or use of beta or experimental features;
• Suspension or termination of the Services in accordance with your agreement or our Acceptable Use Policy.

Planned maintenance is normally performed between 00:00 and 06:00 local data-centre time, and we will give at least 7 days’ notice where practicable. Scheduled maintenance is not counted as Downtime.

Enterprise and committed-use customers may have additional or different service levels, credits or remedies set out in a signed agreement. Where that is the case, the terms of the signed agreement prevail over this SLA.

We may update this SLA from time to time. We will post the current version here with its effective date, and material changes will take effect on a reasonable notice period.