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.