Service Level Agreement
We take pride in our services and offer a comprehensive 99.9% SLA. Unlike many agreements this includes planned maintenance, hardware failure, and problems caused by upstream providers.
We are able to offer this SLA because of the quality of our High Availability (HA) setup. Thanks to this the majority of our planned maintenance can be carried out without service interruption. It also enables us to to recover from hardware failure within minutes.
Included
We consider your VPS to be up if it is accessible via its IP address. Any covered downtime is recorded and used to calculate the total uptime for that calender month. Our comprehensive SLA even includes:
- Hardware failure
- Planned maintenance
- Power or connectivity loss by our upstream provider
Excluded
Although we take a great deal of responsibility for keeping your VPS running, we are not involved in the administration of the virtual server. It is the client's responsibility to manage the operation and security within the virtual server. As such downtime due to the following is not covered by our SLA:
- Client activity on the VPS
- Authorised or unauthorised third party activity on the VPS
- Account suspension
Refunds
Should we fail to meet our uptime guarantee for a calender month we will issue a refund. The amount refunded will be up to 100% of the monthly fees at a rate of 10% of the monthly fees for every 0.1% below 99.9%. This is calculated on a per VPS basis. We send out refunds automatically and there is no need to make a claim.