Service Levels
SharkCluster's service has two layers with different commitments. Read both — blending them into one number gives you the wrong expectation.
Effective Date: August 26, 2026
Last Updated: August 26, 2026
1. Panel & Support Layer (SharkCluster's Direct Commitment)
| Metric | Commitment | Scope |
|---|---|---|
| Panel & API availability | 99.5% monthly | sharkcluster.com portal and management APIs |
| Support ticket first response | Under 4 business hours | Standard plans, business hours |
| Priority DevOps response | Under 1 hour, 24/7 | Enterprise / dedicated DevOps tier |
| Scheduled panel maintenance notice | 48 hours advance | Routine updates, via email or dashboard banner |
Exclusions: scheduled maintenance announced 24+ hours ahead, force majeure or global DNS/routing disruptions outside our control, and client-side network or browser issues.
2. Infrastructure Layer (Provider's Own Commitment)
Your server's hardware, power, and network availability are governed by your chosen Provider's own published SLA — not an independent SharkCluster guarantee. Provider SLA terms change from time to time, so rather than restate a number here that could go stale, we link directly to each Provider's current terms:
SharkCluster does not guarantee upstream data center uptime. If a Provider has an outage, we'll help you submit a claim for their service credit where one applies.
3. Panel Service Credits
If SharkCluster misses its own 99.5% panel availability commitment in a calendar month, qualifying accounts may request a credit:
| Monthly panel uptime | Credit |
|---|---|
| 99.0% – 99.49% | 10% of panel fee |
| 95.0% – 98.99% | 20% of panel fee |
| Below 95.0% | 30% of panel fee (cap) |
Credits apply only to SharkCluster's own management panel fee — not third-party hosting, bandwidth, or overage charges. Request within 30 days of the incident to [email protected].
Last updated: August 2026. Questions about this policy? Contact us.
Ready to take control
of your hosting?
Deploy servers, run self-hosted business apps, and keep your data on your own VPS — with a dedicated DevOps manager by your side.