1. Scope
This SLA covers the production Metalhost Service — the control-plane API at
api.metalhost.net, virtual machines, and bare-metal leases running
in AES Services LLC-operated datacenters. It applies to paid customers in good standing,
on a per-resource and per-API basis, calculated monthly.
The SLA does not cover beta or preview features (anything labeled "beta", "preview", "experimental", or otherwise designated as not generally available), the marketing site at metalhost.net, the waitlist, or any third-party service we link to.
2. Definitions
Monthly billing period means a calendar month, UTC.
Control-plane downtime means a period of one or more
consecutive minutes during which Metalhost's public API endpoint
(api.metalhost.net) returns 5xx errors to more than 5% of valid
API requests, or is unreachable from at least two independent vantage points.
Errors caused by exceeded rate limits, invalid authentication, or malformed
requests do not count.
VM downtime means a period of one or more consecutive minutes during which a running VM cannot be reached on its private or public network due to a failure of the underlying Metalhost-managed infrastructure (host, hypervisor, networking, storage attachment). Downtime caused by customer actions (shutting down the VM, misconfiguring firewall rules, exhausting wallet balance, etc.) does not count.
Bare-metal downtime means a period of one or more consecutive minutes during which an active bare-metal lease cannot be reached on its assigned public IPv4 address(es) due to a failure of Metalhost-managed infrastructure (host hardware, rack networking, power distribution, or upstream connectivity to the lease's assigned port). Downtime caused by customer actions (powering off the host, misconfiguring OS networking, exhausting wallet balance, account suspension, customer-initiated reinstall or release, or provisioning/releasing states) does not count.
Monthly Uptime Percentage for a resource is calculated as:
(total minutes in the month − downtime minutes) ÷ total minutes in the month × 100
3. Target & service credits
Our target is 99.9% Monthly Uptime Percentage. If we miss the target for a given resource or for the control-plane API in a given billing period, you may claim a service credit against the affected resource's fees for that period:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fees for the affected resource |
| < 99.0% but ≥ 95.0% | 25% of monthly fees for the affected resource |
| < 95.0% | 50% of monthly fees for the affected resource |
Credits are issued as wallet credit, valid against future usage. Credits in any billing period are capped at 100% of fees for the affected resource in that period. Service credits are the sole and exclusive remedy for any failure to meet this SLA.
4. Exclusions
The following are not counted as downtime:
- Scheduled maintenance. We give at least 48 hours' advance notice by email and in-product banner for any planned maintenance that may affect availability. Notified maintenance windows are excluded from the uptime calculation.
- Emergency maintenance. Security patches or hot-fixes necessary to address an active vulnerability or critical bug. We make commercially reasonable efforts to minimize duration and notify affected customers as soon as practicable.
- Customer actions. Outages caused by your code, configuration, misconfigured firewall rules, exhausted wallet balance, account suspension for AUP violation, or other customer-side actions.
- Bare-metal provisioning & reinstall. Time while a
bare-metal lease is in
provisioning,releasing, or an in-progress managed reinstall or ISO install you initiated. Scheduled or emergency maintenance that requires a host reboot or disk wipe is excluded when notified per Section 5. - Third-party services. Failures of services outside our control (your ISP, payment processors, DNS providers you operate, customer BGP peers).
- Force majeure. Acts of God, war, terrorism, civil unrest, government action, labor disputes, internet or upstream-power outages affecting third-party providers, and pandemics.
- DDoS attacks targeting your resources. While Metalhost has edge mitigation, sustained volumetric attacks against a specific customer target are excluded.
- Beta & preview features as described in Section 1.
5. Maintenance windows
We do not have a fixed maintenance window. When planned maintenance is needed, we will give at least 48 hours' notice and aim for low-traffic periods in the datacenter's local timezone. We will try to keep individual maintenance windows under 4 hours.
For maintenance that requires VM reboots, we will give at least 7 days' notice where possible, and provide a per-VM reschedule option in the dashboard.
For bare-metal maintenance that requires a host reboot, reinstall, or brief network interruption, we will give at least 7 days' notice where possible and target low-traffic windows. Customer-initiated reinstall, rescue mode, and ISO installs are not Metalhost maintenance events.
6. How to claim a credit
To claim a service credit, email support@metalhost.net within 30 days after the end of the affected billing period with:
- Your account / organization name.
- The affected resource (VM name, bare-metal lease name, API endpoint, etc.).
- The dates and approximate times of the downtime you observed.
- Any logs, traces, or third-party monitoring records that support your claim.
We will review the claim against our own monitoring records and respond within 15 business days. Approved credits are posted to your wallet within 5 business days of approval and shown on your next monthly statement. Claims submitted more than 30 days after the end of the billing period are waived.
7. Status & transparency
Current platform status is published at metalhost.net/status. A metrics-backed incident history and uptime charts ship at public launch; until then the status page carries manual incident summaries. We do not require customers to rely on our status page for credit claims — your own monitoring evidence is sufficient to open a claim.
8. Changes
We may update this SLA from time to time. Material changes that reduce customer-favorable commitments (lower target, smaller credits, broader exclusions) will be announced at least 30 days in advance. Improvements take effect on publication. The "Effective" date at the top tells you which version you're looking at.
Contact
support@metalhost.net · service-credit claims, downtime reports
legal@metalhost.net · SLA interpretation