Network Uptime Guarantee
Premium IT guarantees 99.99% network availability for all dedicated server services, measured on a monthly basis. Network availability is defined as the ability to transmit and receive data to and from the public internet via our core network infrastructure.
Power Uptime Guarantee
We guarantee 99.99% power availability to your server. This includes redundant power feeds, UPS battery backup, and diesel generator systems at all datacenter facilities.
Hardware Replacement
In the event of a hardware failure on a managed dedicated server, Premium IT will replace the failed component within 4 hours of confirmed diagnosis during business hours, and within 8 hours outside business hours.
Credit Schedule
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.9% - 99.99% | 5% |
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| Below 95.0% | 50% |
Exclusions
This SLA does not apply to: scheduled maintenance (announced 48 hours in advance), issues caused by customer actions, force majeure events, or DNS propagation delays.
Claiming Credits
Credit requests must be submitted via support ticket within 30 days of the incident. Credits are applied to your next invoice and are not redeemable for cash.
Last updated: March 2026