SERVICE RELIABILITY

Service Level
Agreement

Our commitment to providing you with reliable, highly-available, and high-performance services.

Effective Date: January 1, 2026

1. General Terms

This Service Level Agreement (SLA) applies strictly between Masdika and its direct customers. Customers of third parties or indirect users of our services are not entitled to this SLA. By using Masdika's services, customers are deemed to have understood and agreed to the SLA, Acceptable Use Policy (AUP), and the terms and conditions of service as an inseparable part of their agreement.

2. Uptime Guarantee (Server & Network)

Masdika provides a server and network connectivity uptime guarantee of 99% per month for its entire ecosystem of services, including VPS, Managed K3s, CDN, and API Hub.

This guarantee excludes downtime caused by previously announced routine maintenance.
Uptime failures can be claimed if the downtime exceeds the 1% tolerance limit in a single month and occurs within a single continuous timeframe (not an accumulation of micro-interruptions below reasonable limits).

3. Data Security Guarantee

Masdika provides a data security guarantee at the infrastructure level, which includes data protection in File CDN and isolation for VPS/K3s, provided that the risks are not caused by the customer's negligence and the customer does not violate the AUP.

Customer negligence that voids this guarantee includes, but is not limited to:

Theft of access/authorization due to an insecure customer environment (viruses, malware, keyloggers, phishing).
Permission misconfigurations (e.g., inappropriately setting chmod 777).
The use of vulnerable scripts, applications, or software versions (bugs) inside the OS of a VPS managed by the customer.

4. SLA Claim Procedure & Compensation

In the event that we fail to meet the uptime guarantee, you are entitled to claim compensation in the form of a balance addition (deposit) to your account.

Claims must be submitted a maximum of 7 days after the disruption incident.
Claims must be accompanied by evidence (e.g., logs, traceroute results) at the time of the disruption and will be cross-checked with Masdika's internal monitoring systems.
The maximum compensation amount is the subscription cost divided by the duration of the service failure (proportional), or based on a calculated downtime percentage.

Claims are automatically rejected/voided if the customer is currently or has been violating the Acceptable Use Policy (AUP) or if the account is in a suspended/terminated status.

5. Disclaimer (Force Majeure)

Masdika is exempt from all SLA claims if the disruption is caused by external parties or factors beyond our control, including but not limited to:

Connectivity disruptions on the user's local ISP side (Customer's Internet Provider).
Natural disasters, riots, fires, undersea cable cuts, or government interventions (Force Majeure).
Massive DDoS attacks affecting tier-1 upstream providers.

Masdika is not responsible for any potential material or immaterial losses, loss of business opportunities, or any other damages experienced by the customer due to service failures.

INITIALIZING

In the event that we fail to meet the uptime guarantee, you are entitled to claim compensation in the form of a balance addition (deposit) to your account.

Claims must be submitted a maximum of 7 days after the disruption incident.
Claims must be accompanied by evidence (e.g., logs, traceroute results) at the time of the disruption and will be cross-checked with Masdika's internal monitoring systems.
The maximum compensation amount is the subscription cost divided by the duration of the service failure (proportional), or based on a calculated downtime percentage.

Claims are automatically rejected/voided if the customer is currently or has been violating the Acceptable Use Policy (AUP) or if the account is in a suspended/terminated status.