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Documentation Index

Fetch the complete documentation index at: https://docs.fastcat.co/llms.txt

Use this file to discover all available pages before exploring further.

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Service Level Agreement

FastCat will always strive to ensure quality of service for your operations, but if service availability falls short, you are covered by our service level agreement (“SLA”) described herein. All automatically-purchased services (Virtual Servers, Web Hosting, and Dedicated Servers) qualify for SLA; other separately contracted services (Remote Hands, Datacenter Services, etc.) may fall under other terms or specifically apply this policy. “Downtime” means a qualifying service is fully unreachable due to an event covered under this SLA. Uptime is measured on a monthly basis.

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Qualifying Events

To claim SLA credits, open a support ticket within 72 hours of a qualifying event. Credits are applied to your service as an extension of your billing period — no additional action is needed after your ticket is resolved.

Covered Events

  • Network Outages
  • Power Outages
  • Datacenter Failures
  • Host Node Issues

Not Covered

  • Scheduled Maintenance
  • Network Packet Loss or Throughput Issues
  • Failures Induced by Customer
  • Failures Isolated to an Individual Virtual Server
  • Performance Degradation without Full Outage
  • DDoS Attacks, Malware, or Unauthorized Access
  • Service Cancellation or Suspension
  • Force majeure events (upstream ISP failures, natural disasters, etc.)
When scheduled maintenance is required, we will provide advance notice where possible.

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Our Guarantee

We guarantee at lease 99% monthly uptime across all covered services. If we fail to meet that standard, the following credit schedule applies:
Downtime PeriodService Credit
1 Hour of DowntimeService Extended by 1 Day
2 Hours of DowntimeService Extended by 2 Days
3 Hours of DowntimeService Extended by 3 Days
4 Hours of DowntimeService Extended by 4 Days
5 Hours of DowntimeService Extended by 5 Days
6 Hours of DowntimeService Extended by 6 Days
7+ Hours of DowntimeService Extended by 2 Weeks
A minimum of 1 hour of downtime is required for SLA credit to be issued.

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Claiming SLA Credits

To be eligible for SLA credits, the following must apply:
  • Your account is in good standing
  • A support ticket was opened within 72 hours of the qualifying event
  • Your service is not cancelled or suspended
  • SLA has not already been claimed for the same incident
Multiple outages sharing the same underlying cause count as a single incident. For example, if a host node goes offline, briefly recovers, and goes offline again due to the same underlying issue, that is considered a single SLA event. We reserve the right to deny SLA requests depending on the circumstances.