Last Updated: Sep 18, 2026
This Cato Service Level Agreement (“SLA”) is a Policy under the Cato Service Terms and applies separately to each individual server Service identified as subject to this SLA.
This SLA establishes Cato’s availability commitment and Customer’s remedies for Unavailability of Covered Instances. If this SLA conflicts with the Governing Agreement or Service Terms, this SLA will control only with respect to the availability commitments, Unavailability, and Service Credits expressly covered by this SLA.
Capitalized terms not defined in this SLA have the meanings given in the Service Terms or Governing Agreement.
“Cato Service Network” means the portion of the Cato Network used to provide network connectivity for the applicable Service, excluding public Internet infrastructure and third-party Internet transit, peering, or telecommunications networks.
“Covered Instance” means an individual server Service to which this SLA applies.
“Service Credit” means an adjustment for verified Unavailability calculated under this SLA.
“Unavailable” or “Unavailability” means that a Covered Instance is unable to operate, or is unable to send or receive network traffic through connectivity provided as part of the Service, due to a failure of the Covered Instance, facility power, or the Cato Service Network, excluding circumstances described in Section 5 (SLA Exclusions).
Cato’s availability commitment for each Covered Instance is 100%, excluding circumstances described in Section 5 (SLA Exclusions).
If Customer is charged for a Covered Instance during a verified period of Unavailability, Customer may request a Service Credit equal to the Fees attributable to that period of Unavailability.
3.1. Application of Credits. Service Credits will be applied to Customer’s Account as a billing adjustment and may be reflected against current or future Fees. At Cato’s discretion, Cato may instead return the applicable amount through the payment method used for the applicable charge.
Service Credits for a Covered Instance will not exceed the Fees otherwise payable for that Covered Instance for the period to which the Service Credit relates.
3.2. Committed Services. Service Credits for a Committed Service will be calculated using the Committed Fees attributable to the affected Covered Instance and period of Unavailability, regardless of whether those Fees were paid through a Commitment Prepayment.
A Service Credit does not reduce, cancel, or terminate a Commitment or Commitment Term.
If Cato has not already applied the applicable Service Credit, Customer may request one by submitting a claim through the Cato Support Portal within 60 days after the end of the billing cycle in which the applicable Unavailability occurred.
The request must include: (a) identification of the affected Covered Instance or Claim; (b) the dates and approximate start and end times of the claimed Unavailability; and (c) logs or other information reasonably available to Customer and reasonably necessary for Cato to validate the claim.
Cato may use information reasonably available to Cato and Customer to determine whether Unavailability occurred and its duration.
Cato will review the request and, if confirmed as valid, apply the applicable Service Credit within a subsequent billing cycle.
Failure to submit the required information within the applicable period may result in denial of the Service Credit.
This SLA does not apply to Unavailability or other performance issues to the extent caused by:
5.1. External Networks. Failures, congestion, routing conditions, or other network performance issues outside the Cato Service Network.
5.2. Customer Systems and Configuration. Customer’s or an End User’s equipment, operating systems, software, applications, configurations, credentials, network settings, or other technology not provided or controlled by Cato.
5.3. Customer Acts or Omissions. Customer’s or an End User’s acts or omissions, including failure to take action reasonably requested by Cato to restore or maintain the affected Service.
5.4. Maintenance. Scheduled Maintenance performed in accordance with the Service Terms.
5.5. Suspension or Termination. Suspension, restriction, or termination permitted under the Governing Agreement, Service Terms, or applicable Policies.
5.6. Events Beyond Cato’s Reasonable Control. Events beyond Cato’s reasonable control, including natural disasters, acts of government, war, terrorism, civil unrest, labor disputes, or other force majeure events.
Periods attributable to the foregoing circumstances will not be treated as Unavailability for purposes of this SLA.
Except as otherwise expressly provided in the Governing Agreement, this SLA states Customer’s sole and exclusive remedies, and Cato’s sole obligations, for Unavailability or failure to meet the service levels expressly covered by this SLA.
