Service Level Agreement

The following Service Level Agreement ("SLA") outlines the performance standards and commitments of HeightNodes for our hosting services. This SLA is designed to ensure that our customers receive reliable and high-quality services, and it defines the remedies available in the event that we fail to meet these standards.

The purpose of this SLA is to establish clear expectations and commitments regarding the performance and availability of our hosting services. This agreement ensures that our customers receive consistent and reliable service, and it outlines the steps we will take to address any issues that may arise.

HeightNodes commits to at least 99.9% uptime annually for our VPS services, excluding scheduled maintenance windows. Any unplanned downtime exceeding this guarantee will be credited to the customer accordingly.

The customer is not eligible for credit if, but not limited to:

• The customer is found to be in violation of our Policies
• The customer's own code or misconfigurations
• Third-party network or internet backbone issues
• DDoS attacks exceeding specified mitigation limits

• Urgent: Service down, data loss, node inaccessible
• High: Severe degradation but still partially working
• Normal: Feature bug, slow sync, configuration help
• Low: General guidance, feature requests

Average response time within business hours is <30 minutes.

We may perform scheduled maintenance to ensure optimal performance and security. You will be notified in advance of any planned downtime.

• Minimum 72 hours notice for non-emergency maintenance via email and the client portal
• Emergency patches: as soon as possible, with notice if feasible
• Maximum monthly maintenance window: 12 hours

If the 12-hour limit is exceeded, additional time will be counted as unplanned downtime.

If a monthly uptime target is missed:

• Customer must request credit within 14 days of month end
• Credit is applied to the next invoice
• Total credits in any month ≤ 50% of the monthly fee

You will not be credited for:

• Force majeure events
• Customer-caused downtime (e.g., wrong credentials, overloading server)
• Test or free services (labeled as such)

• Keep node authentication credentials secure
• Ensure outbound firewall allows HeightNodes monitoring IPs
• Report suspected SLA violations within 48 hours of occurrence

HeightNodes may amend this SLA with 30 days' notice. Material changes (reducing uptime targets or credits) require 60 days' notice.