This Service Level Agreement ("SLA") is part of the Terms of Service and describes what we commit to for every active dedicated server.
1. Delivery
Servers shown as "in stock" are delivered within 48 hours after full payment. Built-to-order configurations are delivered within the time stated in our quote.
2. Network availability
We aim for 99.9% monthly network availability — the server's public network port can reach the internet. Scheduled maintenance announced at least 48 hours in advance in the client portal does not count as downtime.
3. Hardware replacement
If a hardware component fails (disk, memory, power supply…), we arrange its replacement at no extra cost. We aim to start the replacement within 4 hours of confirming the fault. Data on a failed disk is your responsibility — keep your own backups.
4. Support
- Support tickets: first response within 24 hours, 7 days a week.
- Requests such as reboots, reinstallations and reverse DNS changes are handled by our team in the same time frame.
5. Service credits
If network availability in a calendar month falls below 99.9% for reasons within our control, you can ask for a credit to your account balance:
| Monthly availability | Credit (% of the monthly fee of the affected server) |
|---|---|
| below 99.9% | 5% |
| below 99.5% | 10% |
| below 99.0% | 25% |
| below 95.0% | 50% |
Ask for credits through a support ticket within 30 days after the end of the month. Credits cannot be paid out in cash and are limited to 50% of the monthly fee.
6. Exclusions
This SLA does not apply to downtime caused by:
- your software, configuration, reboots, reinstallation or actions of anyone with access to your server;
- suspension for unpaid invoices or for breaking the Acceptable Use Policy;
- denial-of-service attacks against your server, or measures we take to protect the network from them;
- scheduled maintenance, or events outside our reasonable control (force majeure).