Define the service boundary
An SLA needs a clear boundary between network reachability, host availability, control-panel operation and customer application health. A provider cannot measure a customer application merely by checking whether a machine responds to ping.
Publish the calculation
State the period, qualifying downtime, measurement sources, maintenance treatment and exclusions. Explain whether a regional failure and an individual server failure are assessed separately. Marketing percentages should match the signed contract.
Make the claim practical
Describe the evidence required for a service-credit request, the submission window, calculation and maximum credit. Keep the process accessible and avoid asking customers for records the provider already holds.
Current state
Check the availability commitment, measurement period, exclusions and credit procedure attached to your order. This page does not establish a historical uptime record or a separate service-credit guarantee.