Service Level Agreement
This is an overview of our policies governing our service level agreement.
Last Updated: July 3rd, 2024
Qualifying Services
Here is a complete list of the lineups that qualify for this SLA:
| Lineups | Location | SLA Qualification |
|---|---|---|
Server Hosting | Any | Qualifies for SLA |
The following does not qualify for SLA:
| Lineups | Location | SLA Qualification |
|---|---|---|
VPS Hosting | Any | Does not qualify |
Web Hosting | Any | Does not qualify |
If your service is not from the lineups in the above-mentioned list, please contact us over tickets to see if your service qualifies.
Qualifying Events
SLA credits are generally issued when you open a ticket requesting for SLA to be claimable. A ticket must be opened within 72 hours of a qualifying event in order to be eligible for SLA compensation.
These qualifying events may include, but are not limited to:
Network Outages
Power Outages
Datacenter Failures
Host Node Issues
We do not provide SLA for the following events:
Network Packet Loss
Network Throughput Issues
Failures Caused by the Client
Failures on Individual VPS’s
Performance Issues
Scheduled Maintenance Period
VPS Cancellation/Suspension
Our Guarantee
We guarantee a 99% uptime SLA across all of our services. There must be a minimum of 1 hour of downtime in order for SLA credit to be issued. For every hour of downtime, we will extend paid qualifying services for an hour (any services which had discounts, credits, and partnerships do not apply to our guarantee).
Claiming SLA Credits
Please note that in order to claim the SLA credits, you must meet the following requirements:
Your account must be in good standing.
You must not have created a chargeback.
You must have created a ticket within 72 hours of the qualifying event.
Your service must not be cancelled/suspended.
SLA can only be claimed once per incident.
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