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Service Level Agreement

Last updated · 7 Oct 2026

This agreement sets out what Singfung Labs commits to on service availability, and the service credits you receive if we fall short. It forms part of the Terms of Service.

  1. 01Availability commitments

    • Cloud servers (single instance): 99.95% monthly availability.
    • Cloud disks: 99.95% monthly availability.
    • Object storage (standard class): 99.95% monthly availability, designed for 99.999999999% durability.
    • Managed MySQL, high-availability edition: 99.95% monthly availability; standard edition 99.9%.
    • GPU cloud servers: 99.9% monthly availability.
    • Cross-border SD-WAN: the site availability and link quality commitments stated in your quotation.

    For other products, the commitment stated on the product page or in your quotation applies.

  2. 02How it is measured

    Monthly availability = (total minutes in the month − minutes unavailable) ÷ total minutes in the month. A resource is “unavailable” when, for reasons on our side, it cannot be reached over the network or perform basic operations for more than five consecutive minutes, as determined from our monitoring and any records you provide.

  3. 03Service credits

    If we miss a commitment, you receive a credit as a share of that month’s charges for the affected service:

    • Below the commitment but at least 99.0%: 10%.
    • Below 99.0% but at least 95.0%: 30%.
    • Below 95.0%: 100%.

    Credits are applied to future invoices and cannot be exchanged for cash; credits for one month never exceed that month’s charges for the affected service.

  4. 04How to claim

    Raise a ticket in the Console within thirty days after the end of the month in which the incident happened, listing the affected resources, times and symptoms. We will reply with our findings within ten business days, and approved credits appear on your next invoice.

  5. 05Exclusions

    Unavailability caused by the following does not count: scheduled maintenance announced in advance (at least seventy-two hours’ notice, scheduled off-peak where possible); your own actions, configuration, applications or third-party software; suspension for breach of the Terms of Service or Acceptable Use Policy; suspension for non-payment; events beyond our reasonable control; and trial or free resources.

  6. 06Sole remedy

    Service credits are your only remedy for our failing to meet this agreement, without affecting your other rights under the Terms of Service or the law.