Company Logo

Service Level Agreement

Our commitment to service quality and reliability

Uptime Guarantee

99.9%
Network Uptime
99.9%
Machine Availability
99.9%
Power Reliability

Network Availability

Our network infrastructure is built on shared resources with reliable upstream providers.

  • Network pipe speeds are shared and undedicated
  • Transit via upstream providers with access to AS174
  • DDoS Protection powered by AS199414 with AS174 direct transit fallback
  • Backup redundancy in place for tunnel failures

Colocation Services

While not officially offered to all clients, our colocation services meet strict reliability standards:

  • 99.999% Network Availability (excluding DDoS Protection)
  • 99.9% Packet Delivery
  • 99.999% Power Availability
  • Proactive Monitoring and outage notification

Bare Metal / Dedicated Hosting

For select clients, our bare metal and dedicated hosting services provide:

  • 99.999% Network Availability (excluding DDoS Protection)
  • 100% Physical Hardware Availability
  • 99.99% Hardware Uptime
  • Enterprise-grade infrastructure and support

Product Enablement

We aim to achieve near-instant delivery for all virtualized products with automatic deployment upon successful completion.

  • Near-instant delivery for virtualized products
  • Service creation within 48 hours of notification if automatic deployment fails
  • Physical deployments have a week-long deployment period

Support Response

Our support team is committed to providing timely assistance for all inquiries.

  • Response within 2 business days
  • Service credit for delayed responses
  • Work in progress status reports for ongoing issues

Proactive Monitoring

We employ multiple monitoring methods to ensure service reliability:

  • Human Intervention and Monitoring
  • HetrixTools uptime monitoring
  • Emergency Notifications of Core Networking Equipment Outages

SLA Compensation

For every hour of downtime below the SLA Minimum, you will receive credit equivalent to 1 day of service.

  • SLA Minimums reset every 1st of the month
  • Contact within 48 hours of outage for SLA Credits
  • Credits cannot exceed 50% of monthly recurring fee
  • Account must not have past due invoices

SLA Exceptions

Force Majeure

Unforeseen catastrophes including acts of God and government actions

Planned Maintenance

Maintenance with 5 days (120 hours) minimum notice

Software Issues

Layer 7 issues not within service scope

Resource Limits

Outages due to exceeding allotted resources

Client-Caused Issues

Interruptions caused by client actions

Network Conditions

Shared network speeds and transit dependencies

Full SLA

You can read our full SLA here

Contact Support

Questions about our SLA? Contact our support team for assistance.

[email protected]

What Our Customers Say

R

Rustic Network

"

Cam and his efforts at Sahara Compute have not gone unnoticed. Providing stable infrastructure to one of our most used assets and responding to any feedback and/or concerns raised, I have no complaints about the quality of service and hardware at SC. Keep going strong!

"

December 2024

Read more reviews on:

Trustpilot

Start Building Your Next Big Thing

Join thousands of users who are already creating the future with Sahara. Get started today with a matching deposit of up to $100.

Powerful infrastructure, unbeatable pricing

24/7 expert technical support

No long-term contracts, pay as you go

Valid for new customers only. User will deposit up to $100 and receive a matching deposit. All sales are backed by our refund policy.

Ready to get started?

Choose an option below:

Create new account

Get $100 matching credit instantly

Get Started Now Schedule a Demo
TB

"I have never had a bad experience with the company, and they have had some of the best prices in the industry for their VMs. Glad I ditched DigitalOcean to go to Sahara Compute."

- Sahara Compute User