ProgridLegal
Service level agreement
The availability we commit to for each service, and the credit you receive when we miss it.
Last updated: 27 September 2026
This agreement is part of the Terms of service and applies to paid resources on accounts in good standing.
Commitments
| Service | Monthly availability |
|---|---|
| Servers (network and host availability) | 99.9% |
| Block volumes and object storage | 99.9% |
| Load balancers | 99.9% |
| Managed databases with 3 nodes | 99.95% |
| Managed databases with 1 node | 99.5% |
| Kubernetes control plane with 3 nodes | 99.95% |
| App Platform | 99.9% |
| Control plane: console and API | 99.9% |
Availability is measured per calendar month as the share of minutes in which the service was reachable from the platform edge. A minute counts as unavailable when the resource cannot be reached because of a fault on our side for the whole minute.
What is not covered
- Scheduled maintenance announced at least 72 hours in advance, up to 4 hours a month, placed outside Saudi business hours where possible.
- Faults inside your server or application: the operating system, your software, your configuration, a full disk, or a firewall rule you set.
- Suspension for non payment or a breach of the Acceptable Use Policy.
- Events outside our reasonable control, such as upstream network failures beyond our providers, attacks that exceed our mitigation capacity, or force majeure.
- Beta and preview features.
Service credit
When a service misses its commitment, you receive credit on the next invoice for that resource:
| Monthly availability | Credit |
|---|---|
| Below the commitment, down to 99.0% | 10% of that month's charge for the resource |
| Below 99.0%, down to 95.0% | 25% |
| Below 95.0% | 50% |
Claim within 30 days of the end of the month by writing to support@progrid.sa with the resource ids and the times you observed. We check against our monitoring and apply the credit within 10 business days. Credit is the only remedy for missing a commitment and is not paid in cash.
Support response
Support plans carry their own first response targets, listed on the support page. Those are targets, not availability commitments, and are not covered by service credit.
Status
Incidents and maintenance are published on the status page and, for incidents affecting your resources, by email to the team owners.