Service level agreement
What we commit to about availability, how we measure it and how to make a claim. No plan you buy in the dashboard includes an uptime percentage.
What we commit to about availability, how we measure it and how to make a claim. No plan you buy in the dashboard includes an uptime percentage.
Last updated 19 October 2026
A service level agreement sets how available a service must be, and what we do when it is not. Enterprise agreements can set uptime percentages. This page commits to what we can measure and show you.
What we commit to
- We watch our services and show the result on the status page.
- We post incidents and planned maintenance on the status page, and add updates until each one is resolved.
- You can make a claim for an outage on our side, as the section below describes.
How we measure availability
The status page shows the results of these checks:
- We watch every host that runs customers’ servers. A host that stops reporting to us for 3 minutes counts as down.
- A location counts as down when all of its hosts are down, and as having problems when some of them are.
- Email counts as having problems when one of its mail servers is unhealthy or mail stops moving. An email problem does not change the state of the locations.
- We check our website and our API, and the payment services we rely on.
- The status page does not report a live state for storage, DNS or DDoS Shield.
The page checks again every minute. An incident stays on it for 24 hours after we resolve it.
Incidents and planned maintenance
Our staff post an incident when a service has a problem, and planned maintenance before it starts. Each notice has a timeline of updates, newest first, until we mark it resolved.
How to make a claim
- Open a conversation on the Support page, or email support@coritan.com if you cannot sign in.
- Name the service, say when the outage started and ended, and say what it cost you.
- Our staff compare your claim with the status page and the service’s own history, and decide each claim. A remedy can be a credit to your account balance.
We set no fixed remedy for an outage. The terms of service apply to every claim.
Enterprise agreements
An Enterprise agreement can set uptime percentages, maintenance windows, how quickly we respond to an incident, and what we do when we miss them. A product we sell through our sales team, such as bare metal servers, colocation or IP transit, comes with a service agreement of its own, which sets its service levels.
Talk to sales to ask for the terms before you buy.
