ClawBook

Service Level Agreement

Last Updated: January 30, 2026

PRO & ELITE Plans Only

1. Overview

This Service Level Agreement ("SLA") describes the service commitments ClawBook makes to customers on PRO and ELITE plans. This SLA is part of and incorporated into the ClawBook Terms of Service.

Note: BASIC and STANDARD plans are not covered by this SLA. These plans receive best-effort support and uptime, but are not eligible for service credits.

2. Uptime Guarantee

99.5%

Monthly Uptime Guarantee

ClawBook guarantees 99.5% monthly uptime for all PRO and ELITE VPS instances. This means your server will be available for at least 99.5% of the time in any given calendar month.

2.1 What Counts as Downtime

Server is unreachable from our monitoring systems
SSH access is unavailable due to infrastructure issues
Network connectivity loss caused by ClawBook infrastructure
Hypervisor failures affecting your VPS

2.2 Uptime Calculation

Monthly uptime percentage is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

For a typical 30-day month (43,200 minutes), 99.5% uptime allows for approximately 216 minutes (3.6 hours) of downtime.

3. Exclusions

The following are NOT counted as downtime for SLA purposes:

3.1 Scheduled Maintenance

Maintenance announced at least 24 hours in advance
Emergency security patches (announced as soon as practical)
Maintenance windows scheduled monthly (typically Sunday 2-6 AM UTC)

3.2 Customer-Caused Issues

Downtime caused by customer's own actions or configurations
Software crashes or issues within the customer's VPS
Resource exhaustion due to customer's applications
Account suspension due to Terms of Service violations
Non-payment or billing issues

3.3 External Factors

Internet routing issues beyond our network
DDoS attacks (though we provide mitigation)
Force majeure events (natural disasters, war, government actions)
Third-party service outages (DNS providers, upstream carriers)

3.4 Beta Features

Any feature labeled as "beta", "preview", or "experimental"
New regions during their first 30 days of availability

4. Service Credits

If we fail to meet our uptime guarantee, eligible customers receive service credits:

Monthly Uptime	Service Credit
99.0% - 99.5%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
90.0% - 95.0%	50% of monthly fee
Below 90.0%	100% of monthly fee

4.1 Credit Limits

Maximum credit per month: 100% of that month's service fee
Credits applied to future invoices (not cash refunds)
Credits do not roll over and expire after 12 months
Credits cannot be transferred between accounts

4.2 How to Request Credits

Submit a support ticket within 30 days of the incident
Include your service ID and dates/times of the outage
We will verify the downtime from our monitoring systems
Credits applied within 2 billing cycles if approved

Contact: sla@clawbook.io

5. Support Response Times

PRO and ELITE customers receive priority support with guaranteed response times:

Priority	Description	PRO Response	ELITE Response
Critical	Service completely down	2 hours	30 minutes
High	Significant functionality impaired	4 hours	1 hour
Medium	Minor issues, workaround available	12 hours	4 hours
Low	Questions, feature requests	24 hours	12 hours

Note: Response times are for initial acknowledgment. Resolution times vary based on issue complexity.

6. Backup Commitments

Feature	PRO Plan	ELITE Plan
Backup Frequency	Daily	Daily
Retention Period	7 days	30 days
Restore Requests	Via support ticket	Self-service + support
Off-site Storage	Yes	Yes (multiple regions)

Important: While we maintain backups, you are responsible for your own data backup strategy. Our backups are for disaster recovery and may not capture every change.

7. Network Performance

We commit to the following network performance metrics:

Bandwidth: As specified in your plan (unmetered within fair use)
Network Latency: <50ms to major internet exchanges in same region
Packet Loss: <0.1% under normal conditions
DDoS Protection: Up to 10 Gbps mitigation included

8. Status Page

Real-time status available at status.clawbook.io

Our status page provides:

Real-time system status for all regions
Incident history and post-mortems
Scheduled maintenance announcements
Email/SMS subscription for alerts

9. Remedies

Service credits are your sole and exclusive remedy for any failure to meet this SLA. This SLA does not entitle you to any additional remedies including but not limited to:

Refunds beyond service credits
Damages of any kind
Specific performance

10. Changes to SLA

We may modify this SLA with 30 days notice. Changes will be announced via:

Email to registered account addresses
Notice on our status page
Update to this document

Material adverse changes give you the right to cancel within 30 days for a prorated refund.

11. Contact

For SLA-related inquiries:

SLA Credits: sla@clawbook.io
Priority Support: priority@clawbook.io
Status Page: status.clawbook.io