SLA targets
- Shared hosting / DNS / Docker Containers — 99.9% monthly uptime, platform layer.
- Managed Cloud / Private AI / Game Servers — 99.9% default; 99.95% as a paid add-on with multi-region redundancy.
- VitalSpark / SparkTranscript — 99.9% application layer.
Measured per-service, per-calendar-month. Scheduled maintenance announced at least 48 hours in advance does not count.
Where to check status
- status.photonspark.com — real-time component status. RSS or email subscriptions per component.
- Discord #status channel — auto-mirrored for community visibility.
- Twitter / X is NOT an official status channel. Do not rely on it during an incident.
How we measure downtime
Percentage of the calendar month a service is unreachable from at least two independent external monitors. Brief packet loss under 60 seconds and customer-induced downtime (your app crashed) do not count.
SLA credits
If we miss SLA:
- 99.0% – 99.9% — 10% credit.
- 95.0% – 99.0% — 25% credit.
- below 95.0% — 50% credit.
Credits are not auto-applied. Open a ticket within 30 days of the affected month referencing the incident.
Post-incident reviews
Every Sev-1 and Sev-2 gets a public post-mortem on the status page within 5 business days. We publish what broke, why, what we did, and what changed. We do not hide root causes.