Terms of Service
SERVICE LEVEL AGREEMENT
“SLA”
SLA FOR SERVERS WITHOUT MANAGED SUPPORT
We guarantee that our network and power will be functioning 99.9% of the time on any given month, with the following exceptions:
- Any period prior to the problem being reported by you to our support team.
- Scheduled maintenance windows and emergency maintenance windows.
- Planned migrations.
- Server shutdown due to account suspension.
- Factors outside our control, such as force majeure events, failure of our upstream providers or your ISP.
- Software running within your virtual servers.
- Actions of third parties, such as server compromises, denial of service attacks and viruses.
- Violations of our Acceptable Usage Policy.
- User activity errors.
If we fail to meet the guarantee stated above you can claim a credit of the following value:
For servers covered: the prorated rental for the downtime of the affected services beyond the 99.9% uptime guarantee. This is capped at 100% of the monthly rental for the affected services in any one month.
For other servers: The prorated rental for the downtime of the affected services, beyond the 99.9% uptime guarantee. This is capped at 100% of the monthly rental for the affected services in any one month.
SLA FOR SERVERS WITH MANAGED SUPPORT
We guarantee that our network, and power will be functioning 100% of the time on any given month, with the following exceptions:
- Scheduled maintenance windows, announced 24 hours in advanced.
- Migrations scheduled 1 week in advanced and lasting up to 6 hours.
- Server shutdown due to account suspension.
- Factors outside our control, such as force majeure events, failure of our upstream providers or your ISP.
- Software running within your virtual servers.
- Actions of third parties, such as server compromises, denial of service attacks and viruses.
- Violations of our Acceptable Usage Policy.
- User activity errors.