Last updated 31 October 2026.
Agreement Overview
This service level agreement ("SLA", "Service Level Agreement", "Agreement") is an agreement between Darkless Ltd ("Darkless", "us", "we" or "our") and you ("user", "client", "customer", "you" or "your"). This Agreement sets forth the service level agreement of your use of the darkless.cloud website, other sites we own and operate, and any of its products or services (collectively, "Website", "Products", or "Services").
Uptime Promise
Darkless promises an uptime of 99.9% across all services over the last 30 days. We measure downtime using our monitoring and status page. Credit applies to each outage of thirty (30) minutes or more, excluding scheduled maintenance and the other exclusions below, provided the claim procedure is followed. We will refuse a credit only under those exclusions or if the claim procedure is not followed. All SLA claims will be investigated and considered according to this Agreement.
Hardware
In the event of a hardware failure, Darkless will replace the hardware. Our target is a replacement within twenty-four (24) hours of the confirmed diagnosis of hardware failure. The time period only pertains once the failure has been identified and not the beginning of the downtime period. Because of the current shortage of RAM and computer parts, we may not have the part in stock. We will most likely need to order it, and the replacement will then take as long as shipping takes.
Darkless will replace all faulty hardware on dedicated servers and VPS instances, at no charge to the client, with an unlimited free replacement policy. This includes parts ordered as upgrades. Darkless is not liable for hardware failure on any client-managed servers or third-party equipment.
Network
Darkless promises an uptime of 99.9% across all services over the last 30 days, including network connectivity. Powered by enterprise-grade networking equipment, our network runs on two redundant core switches of our own, connected through our datacenter's redundant core and top-of-rack switches. In the event the 99.9% uptime promise of network connectivity is not fulfilled, a credit can be requested.
Network connectivity is defined as the ability to:
- Enable or facilitate communication or data transmission;
- Provide a connection to the internet;
- Deliver hosting services as specified in your service agreement.
Power
Darkless promises an uptime of 99.9% across all services over the last 30 days, including power. Each rack in our datacenter has two power feeds and two UPS units, and every server has dual power supplies. In the event the 99.9% uptime promise of power is not fulfilled, a credit can be requested.
Exclusions
The following are exclusions from the Darkless Service Level Agreement and do not qualify for credit to be awarded:
- Periodic scheduled maintenance or repairs we may undertake from time to time that are announced more than three (3) days in advance;
- Interruptions caused by you or your activities;
- Outages that do not affect core service functionality;
- Outages related to the reliability of certain programming environments or third-party software;
- Downtime caused by a reseller of our services;
- Client in bad standing with Darkless (suspended services, unpaid invoices past due dates, abuse);
- Services already due to end under a cancellation request made before the downtime began;
- Force majeure events including but not limited to natural disasters, acts of war, or government actions;
- DDoS attacks or other malicious activities targeting your services specifically.
Claiming SLA Credit
The following procedure must be followed in order to claim SLA credit. If not followed, no SLA credit will be administered. If you feel entitled to SLA credit as outlined above, please follow the procedures below:
- Open a support ticket within forty-eight (48) hours of downtime being resolved;
- List the service(s) affected, outage time, and total affected outage period;
- Provide any other necessary information to assist with administering SLA credit.
SLA credit will be administered to client area accounts. SLA credit will not be applied directly to services. SLA credit can be used to purchase new services, or pay for invoices on current services. SLA credits will be distributed as follows:
- A 5% credit will be given for every thirty (30) minutes of downtime regarding power or network as the root cause of the downtime without exceeding one (1) month worth of service;
- A 5% credit will be given for every additional hour after the twenty-fourth (24) hour of downtime regarding hardware failure as the root cause of the downtime without exceeding one (1) month worth of service.
In the event the downtime does not meet the required time of thirty (30) minutes for downtime caused by power or network connectivity, no SLA credit will be awarded. In the event the downtime does not meet the required time of one (1) hour after the initial twenty-four (24) hour grace period for downtime caused by hardware failure, no SLA credit will be awarded.
Changes and Amendments
We may change this Agreement by posting an updated version on our website. We will also post a notification on Discord and email you at least 14 days before an important change takes effect, as set out in our Terms of Service. Continued use of the website or services after a change takes effect shall constitute your consent to it.
Acceptance of This Agreement
You acknowledge that you have read this Agreement and agree to all conditions listed. By using the website or its services you agree to be bound by this Agreement. If you do not agree to abide by the terms of this Agreement, you are not authorized to use or access the website and its services.
How can you contact us about this policy?
If you would like to contact us to understand more about this agreement or wish to contact us concerning any matter relating to individual rights and your personal information (see our Privacy Policy), you may email our support team at support@darkless.cloud or open a ticket.
Signed, Darkless Team Darkless Ltd
Questions about this document? Open a ticket.