Service Level Agreement (SLA)

We know, we know.

Nobody wants to spend a huge amount of time reading a lengthy legal document that’s so full of jargon that it’s indecipherable. That’s why we’re going to keep things short and sweet.

Our SLA is basically our guarantee that our network will be available for 100% in any calendar month, subject to a few exclusions that are outlined below. When we talk about our network, we’re talking about our enterprise infrastructure which includes (but isn’t limited to) routers, switching, firewalls, cabling, storage servers, backup servers and more.

What does this mean for you? Well, if we fail to meet our end of the agreement, we’ll credit your account with the amount shown below (as a percentage of your monthly hosting fees).

SLA Table

Downtime (minutes) Credit
60 10%
120 20%
180 30%
240 40%
300 50%
360 60%
420 70%
480 80%
540 90%
600 100%

How to claim SLA credit

In the unlikely event that you’ve been affected by downtime, you can claim compensation by opening a support ticket within five days of the outage and asking for your account to be credited. Our administrative team will check the ticket and cross-check your report against our monitoring system.

Once we’ve verified the outage, we’ll issue an SLA payment as a credit note to be used against future invoices with a maximum processing time of thirty days. You can speed up the verification process by including a full description of the outage along with your contact details, your hosting plan, your IP address and any logs that might be applicable.

Exclusions to Uptime Guarantee:

We do everything we can to make sure that your site stays online, but there are a few things that we can’t be held responsible for - and which are therefore not covered by our SLA. In particular, EuroVPS is not responsible for any outages that are beyond our control. Our SLA accountability excludes any periods in which the outage originates from or is indirectly caused or affected by:

  • Negligence of the client (including, but not limited to, inaccurate installations and software configurations, abuse of the network, abuse of hardware or overuse of resources).
  • Routing or other faults caused by intermediary or external networks.
  • Network outage caused by Distributed Denial of Service (DDoS) attacks and/or other unlawful activity. We don’t provide DDoS friendly hosting and don’t provide a haven for sites that are considered to be DDOS magnets.
  • Scheduled network/hardware maintenance. This downtime is necessary in order to upgrade, update and improve our network infrastructure and is not covered by the SLA.

Please note that we reserve the right to suspend the services of any client that causes a drop in the overall quality of the EuroVPS network. This is a necessary precaution to make sure that we can continue to offer the best possible service to our customers. Clients can be re-connected to the network once we’ve determined that the reconnection won’t affect other EuroVPS customers, but the period of downtime in between will not be covered by the SLA.

We hope that this clears things up, but if you’re still not sure then feel free to reach out to our customer success team. We’ll be more than happy to help!