Service Level Agreement (SLA)

Mantidae LLC

Last Updated: March 25, 2026

This Service Level Agreement ("SLA") outlines Mantidae LLC's and its affiliated service marks, brands, and products' ("we," "us," or "our") commitment to providing reliable service availability for our dedicated hosting, virtual server, GPU server, dedicated storage, and reverse proxy VPN services (collectively, the "Services"). This SLA is incorporated by reference into our Terms of Service. It details the uptime guarantees and the process for requesting service credits in the event of a breach of these guarantees.

1. Definitions

• "Covered Services": Refers to the dedicated server, virtual server, GPU server, dedicated storage, and reverse proxy VPN services provided by Mantidae.
• "Downtime": Refers to any period during which a Covered Service is unavailable to the Client due to a failure within Mantidae's controlled infrastructure (power, network, or core hardware failure). Downtime is measured in minutes.
• "Monthly Uptime Percentage": Calculated as total minutes in a calendar month minus total Downtime minutes, divided by total minutes in a calendar month, expressed as a percentage.
• "Service Credit": A monetary credit, calculated as a percentage of the monthly fee for the affected Covered Service, which may be applied to future invoices.

2. Uptime Guarantee

Mantidae guarantees the following Monthly Uptime Percentages for our Covered Services:

• Network Uptime: 99.9% - We guarantee that our network infrastructure will be available 99.9% of the time in any given calendar month.
• Power Uptime: 99.9% - We guarantee that power to your server will be available 99.9% of the time in any given calendar month.
• Core Hardware Uptime: 99.9% - We guarantee that the core hardware (CPU, RAM, storage drives, network card) of your server will be operational 99.9% of the time in any given calendar month. This excludes issues caused by client software configurations.

3. Exclusions from Downtime

The following are NOT considered Downtime for the purpose of this SLA and will not count towards a Service Credit claim:

• Scheduled maintenance, upgrades, or repairs, provided that Mantidae provides reasonable prior notice (typically 24-48 hours).
• Downtime caused by factors outside of Mantidae's reasonable control, including but not limited to, force majeure events (e.g., natural disasters, acts of war, terrorism), internet backbone failures not within Mantidae's network, or governmental acts.
• Downtime caused by Client's actions or inactions, including but not limited to, misconfigurations, custom software issues, operating system failures, excessive resource usage beyond allocated limits, or third-party attacks (e.g., DDoS) that overwhelm Client's service despite Mantidae's network defenses.
• Downtime resulting from Client's equipment, applications, or third-party software.
• Suspension or termination of Services due to AUP violations, non-payment, or other breaches of the Terms of Service.
• Any performance or availability issues that are not reported by the Client within 72 hours of the incident.

4. Service Credits

If Mantidae fails to meet the Monthly Uptime Percentage guarantee for a Covered Service, the Client may be eligible for a Service Credit as follows:

The maximum Service Credit awarded in any single calendar month for a Covered Service will not exceed 25% of the monthly fee for that Service.

5. Service Credit Request Procedure

• To receive a Service Credit, the Client must submit a request via email to support@mantidae.com within seven (7) business days of the end of the calendar month in which the Downtime occurred.
• The request must include:
  • The Client's account number and affected service ID.
  • The dates and times of the Downtime periods.
  • A brief description of the incident.
• Mantidae will review the request and verify the Downtime using its own monitoring systems. Our determination of Downtime is final.
• Approved Service Credits will be applied to the Client's next invoice. Service Credits are for future use only and are not convertible to cash.

6. Limitations

• This SLA is your sole and exclusive remedy for any Downtime or failure by Mantidae to meet the uptime guarantees.
• This SLA does not apply to any services not explicitly listed as Covered Services.
• Service Credits apply only to the monthly recurring fees for the affected Covered Service and do not apply to any one-time charges, setup fees, or additional services.

7. Changes to the SLA

Mantidae reserves the right to modify this SLA at any time. We will notify you of any changes by posting the updated SLA on our website. Your continued use of the Services after such modifications constitutes your acceptance of the revised SLA.

8. Contact Us

If you have any questions about this Service Level Agreement, please contact us:

Email: support@mantidae.com
Mail: Mantidae LLC, 3172 N. Rainbow Blvd, Suite 1167, Las Vegas, NV 89108