1. Commitment
TrivoCloud commits to at least 99.9% network availability per calendar month for each region (Frankfurt FRA1, Madrid MAD1 and Amsterdam AMS1), measured at the point where our aggregation switches hand off traffic to the upstream transit and peering fabric.
2. How availability is measured
Availability is calculated per region and per calendar month as (Total minutes − Unavailable minutes) ÷ Total minutes × 100, rounded to two decimal places.
A minute counts as Unavailable if 100% of our aggregation switches in that region failed to forward traffic to and from the transit fabric for the entire minute. Partial impact and single-link flaps do not count.
We publish per-region status and incident history on the Status page; that page is the authoritative source of measurement.
3. Exclusions
Downtime is excluded from the calculation when it results from: scheduled maintenance announced at least 72 hours in advance; force majeure; problems within your instance (kernel panics, application faults, IPtables misconfiguration); DDoS attacks against your services that we chose to null-route on your behalf under the AUP; suspension due to non-payment or AUP breach; or actions by you or your users.
4. Service credits
If monthly availability falls below 99.9%, you can claim service credits on the affected region's fees as follows:
Below 99.9% and at least 99.0%: 10% credit.
Below 99.0% and at least 95.0%: 25% credit.
Below 95.0%: 50% credit.
The maximum credit for any single calendar month is 50% of the affected region's monthly fees. Credits are issued to your account balance and applied against the next invoice. They cannot be exchanged for cash.
5. How to claim
Send a written claim to bok@cloudservicedroid.site within 30 calendar days of the end of the affected month. Include your account identifier, the region concerned, the incident IDs from the Status page and the credit you are requesting. We respond within 15 business days.
6. Sole remedy
The service credits described here are your sole and exclusive remedy for any failure of TrivoCloud to meet the availability commitment. They do not affect any other rights and remedies available to you under mandatory law.