Service Level Agreement (SLA)

This Service Level Agreement (SLA) forms part of the Terms of Service. It sets out the availability of Services that the Company (FORESTSNET LTD) maintains, how it is measured and the credits the Client receives if the commitment is not met. Terms not defined here have the meaning given in the Terms of Service. This SLA takes effect on 15 October 2026, together with the edition of the Terms of Service dated 8 October 2026.

Availability Commitment

The Company maintains the availability of each of the Client’s virtual servers at no less than 99.8% per calendar month.

99.8% means no more than 86 minutes of unavailability in a 30-day month and no more than 89 minutes in a 31-day month. If a Service was active for only part of the month, availability is calculated for the time it was active.

What Counts as Downtime

Downtime is the time during which the Client’s virtual server is not running or cannot be reached from the internet for a reason on the Company’s side. This includes:

• failure of a virtualization node, storage system or other Company equipment;
• a fault in the Company’s network, up to the point of connection to upstream providers;
• power and cooling outages in the data center;
• errors by the staff of the Company, the data center and other Company contractors;
• emergency work the Client was not warned about in advance.

Downtime is counted from when the Company’s monitoring detects it or the Client reports it to support, whichever is earlier, until the server is working again. Unavailability of the Dashboard or control panel while the server keeps running is not downtime.

How Availability Is Measured

Availability is measured by the Company’s monitoring system, which checks the virtualization nodes and the network of each location every 30 seconds. Current status and incident history are published at forestsnet.cloud/status.

If a failure affected a single server and the location’s monitoring did not show it, downtime is established from the Client’s support request and the Company’s logs.

Monthly availability = (minutes in the month − minutes of downtime) ÷ minutes in the month × 100%.

What Does Not Count as Downtime

• planned maintenance announced at least 48 hours in advance — on the status page, in the Telegram channel or by email to the Clients affected — up to 4 hours per calendar month; work beyond that counts as downtime;
• actions of the Client and anyone acting on their behalf: operating system and software configuration, reboots and reinstalls, errors in network and firewall settings, lack of resources on the chosen plan;
• suspension of a Service for non-payment or for violation of the Terms of Service, the Fair Use Policy or the "Third-Party Domains" section;
• DDoS and other attacks on the Client’s Services, and the measures the Company takes to protect the network, including temporarily restricting or disabling the attacked address;
• restrictions on access to Company addresses imposed by public authorities, network operators or owners of networks outside the Company’s network, including blocking in particular countries;
• problems with the Client’s internet provider and on routes between operators outside the Company’s network;
• force majeure as listed in the Terms of Service;
• free and trial Services, and features marked as beta.

Service Credits

If a server’s availability for a calendar month falls below the commitment, the Client receives a credit calculated from the monthly price of that Service:

• 99.0% or more but below 99.8% — 10%;
• 95.0% or more but below 99.0% — 25%;
• below 95.0% — 50%.

The monthly price is the price of the Service per month on the Client’s plan; for a Service paid for a different term, its price converted to a month. If one incident affected several Services, credits are calculated for each separately. Credits for a month do not exceed 50% of the monthly price of the affected Service.

How to Claim Credits

The Client opens a support request within 30 days after the end of the month in which the downtime occurred, listing the affected servers and the approximate time of unavailability.

The Company checks the request against its monitoring data and logs, replies and adds confirmed credits within 10 business days. If the Company detected the downtime itself, it may add credits without a request.

Credits are provided if the Client has no outstanding debt and the Service is not suspended for a violation.

Limits

Credits under this SLA are the Company’s sole remedy for unavailability of Services, except where the law, including consumer protection law, does not allow liability to be limited in this way.

The SLA covers the availability of Services, not the safety of data: the Client makes their own backups — see "Data and Backups" in the Terms of Service. Support response times are set by the Support Policy.

The Company may change the SLA by notifying Clients at least 7 calendar days in advance. Changes do not reduce credits for downtime that occurred before they take effect.

Company details

FORESTSNET LTD (company number 16720670), registered at 128 City Road, London, United Kingdom, EC1V 2NX, incorporated on 16 September 2025.