1. Qualifying Events

SLA credits are generally issued when you open a ticket requesting for SLA to be claimable. A ticket must be opened within 48 hours of a qualifying event in order to be eligible for SLA compensation.

These qualifying events may include, but are not limited to:

• Network Outages
• Power Outages
• Datacenter Failures
• Host Node Issues

We do not provide SLA for the following events:

• Network Packet Loss
• Network Throughput Issues
• Failures Caused by the Client
• Failures on Individual Server’s
• Performance Issues
• Scheduled Maintenance Period
• Server Cancellation/Suspension
• Downtime caused by third-party services, including DDoS protection provider failures.

2. Service Availability and Uptime Guarantees

Core Locations

We guarantee 99.9% uptime for Core locations, excluding:

• Planned maintenance.
• Events beyond our control, including but not limited to natural disasters, force majeure events and third-party service interruptions (e.g., downtime caused by our DDoS protection provider). PaperNodes is not responsible for third-party failures outside its direct control.

Edge Locations

We guarantee 99% uptime for Edge locations, excluding:

• Planned maintenance.
• Events beyond our control, including but not limited to natural disasters, force majeure events and third-party service interruptions (e.g., downtime caused by our DDoS protection provider). PaperNodes is not responsible for third-party failures outside its direct control.

3. Downtime Compensation

Claiming SLA Credits

Please note that in order to claim the SLA credits, you must meet the following requirements:

• • Your account must be in good standing.
  • You must not have created a chargeback / dispute / claim.
  • You must have created a ticket within 48 hours of the qualifying event.
  • Your service must not be cancelled/suspended.
  • You can only claim SLA per one incident

    Note:
    Multiple outages occurring consecutively may be treated as part of a single incident if they are caused by the same underlying issue. For example:If a node goes offline due to a drive failure, briefly comes back online and then goes offline again due to the same problem.
    This would be considered one incident/event and can only qualify for a single SLA claim.

    To verify whether your outages are related to the same root cause, please refer to our status page at https://status.papernodes.com or check updates on our Discord server.

    Please note: We reserve the right to deny SLA compensation depending on the specific circumstances of the outage

     

    4. Liability Restrictions

    Even if PaperNodes has been informed of the potential for such damages, it will never be held responsible for any indirect, incidental, special, or consequential damages, including loss of profits. The total amount that the customer paid for the impacted service during the previous month cannot be more than the total responsibility for any claim under this SLA.

FAQ:

What Locations/Node is Edge/Core?: You can check that on our status page

Why have Edge/Core locations?: While our goal is to achieve 100% uptime, the infrastructure in many countries and regions doesn’t always support that level of reliability. As a result, we provide different uptime guarantees for our Edge and Core locations. This allows us to deliver the most reliable service possible while maintaining competitive pricing. By strategically offering both Edge and Core locations, we can better serve a diverse range of customer needs balancing performance, uptime, and cost-effectiveness.