EuroVPS policies
Service Level Agreement (SLA)
This Service Level Agreement is deliberately short. It states what we guarantee, how credits are calculated, how to claim them and what is excluded.
Our SLA guarantees that our network will be available 100% of the time in any calendar month, subject to the exclusions below. When we talk about our network, we mean the infrastructure that carries and serves your service: our routers, switching, firewalls, cabling and the storage your service runs on. Backup systems are not part of this guarantee, because a backup system being unavailable does not make your service unavailable.
If we fail to meet this guarantee, we 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.
- 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 a stable 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.
Questions about this agreement can be raised in a ticket or sent to support@eurovps.com.