Service Level Agreement (SLA)

Service Level Agreement (SLA) for Servers without Managed Support

We guarantee that our network, data centre HVAC, 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 for a credit of the following value:

For servers covered by the 1,000% SLA: 10 times the pro-rated 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 pro-rated 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.

Service Level Agreement (SLA) for Servers with Managed Support

We guarantee that our network, data centre HVAC, 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.

If we fail to meet the guarantee stated above you will receive a credit of the following value:

For servers covered by the 1,000% SLA: 10 times the pro-rated 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 pro-rated 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.

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