Reliability
Service Level Agreement
We commit to a 99.99% monthly uptime for eligible paid plans. If we fall short, you're entitled to service credits as set out below.
Uptime commitment
OrbitFlare will use commercially reasonable efforts to make covered services available with a Monthly Uptime Percentage of at least 99.99% during each calendar month. This commitment applies to paid RPC, Dedicated Node, gRPC/Shredstream, and BNB Node plans. Free-tier, trial, and beta services are excluded.
Service credits
If the Monthly Uptime Percentage for a covered service falls below 99.99% in a given calendar month, you may request a service credit calculated as a percentage of that month's fees for the affected service:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.99% – 99.90% | 10% |
| 99.89% – 99.00% | 25% |
| 98.99% – 95.00% | 50% |
| Below 95.00% | 100% |
Service credits are applied to your account balance against future invoices and are the sole and exclusive remedy for any failure to meet the uptime commitment. Credits cannot exceed 100% of the affected service's monthly fee.
Definitions
Monthly Uptime Percentage is calculated as (total minutes in the month − downtime minutes) ÷ total minutes in the month, expressed as a percentage.
Downtime means a period during which the covered service is unavailable to send and receive valid requests, as measured by OrbitFlare's monitoring, excluding the situations listed under Exclusions.
Exclusions
The uptime commitment does not apply to any unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance (capped at 4 hours per month).
- Emergency maintenance required to protect the security or integrity of the network.
- Factors outside our reasonable control, including force majeure and public internet or blockchain-level failures.
- Issues caused by your equipment, software, or misconfiguration, or by exceeding your plan's rate limits.
- Suspension or termination of your account for violation of our Terms of Service.
- Free-tier, trial, or beta services, which are provided without an uptime commitment.
Requesting a credit
To receive a service credit, open a request with our support team within 30 days of the end of the affected month, including the dates and times of the downtime you experienced. We will validate the claim against our monitoring records and apply any eligible credit to your next invoice. Live status and incident history are available at status.orbitflare.com.
This SLA is part of, and subject to, the OrbitFlare Terms of Service. We may update it from time to time; the current version always governs.