Service Level Agreement
Introduction
An SLA (Service Level Agreement) is a contract between a hosting provider and a customer that outlines the terms and conditions of the hosting service being provided. It typically includes details such as the uptime guarantee, response time for customer support inquiries and any penalties or credits that may be issued in the event that the hosting provider fails to meet the agreed-upon terms. SLAs are important because they provide a level of reliability and assurance for customers, ensuring that they can trust the hosting provider to meet their needs and expectations.
SLA
While we strive to maintain a 99% uptime for all of our servers, unforeseen circumstances such as equipment failure or acts of nature may occasionally result in service disruptions.
In the event that your service experiences downtime, we offer funds to compensate for the inconvenience.
For every hour of downtime or severe connection interruptions (60% packet loss), we will provide you with 3 hours of prorated service credit, up to a maximum of 24 hours per incident.
If the downtime exceeds 24 hours, we will offer an additional 3 days of service credit.
These credits are intended to help mitigate the impact of any service disruptions and ensure that our customers receive the highest level of service and reliability.
Useful information about our SLA
Service credit issued for downtime will be applied to your account by our support team upon manual demand.
Please note that this credit is not redeemable for cash or any other monetary value and is not transferable.
It has no intrinsic value and cannot be used as a negotiating tool.
Service credit is valid for 30 calendar days from the date of issue, after which it will expire.
We appreciate your understanding and apologize for any inconvenience caused by service disruptions.
Server Level Agreement last update: 22/06/2023