Last updated March 3rd, 2017.
EuroVPS guarantees that its network will be available equal to 100% in any calendar month, subject to the exclusions outlined below. The EuroVPS network is defined as the conglomeration of our network infrastructure including, but not limited too, routers, switching, firewalls, and cabling, servers, storage servers, and backup servers. If EuroVPS fails to meet this guarantee, a credit shall be available to The Client as outlined on the following table.
Claiming compensation for network downtime at EuroVPS requires that the client must open a ticket requesting SLA compensation within five days of the purported outage. The ticket will be investigated by administration and the outage will be cross checked against our corporate monitoring system. SLA payments are issued as credit notes to be used against future invoices with a maximum processing time of thirty (30) days. Please include a full description of the purported outage including the following client details, hosting plan, IP address, logs if applicable.
EuroVPS is not responsible for outages that are beyond the control of EuroVPS. SLA accountability shall exclude periods when network outages originates from, or is indirectly caused/affected by: