Service Level Agreement

Network & Power Uptime Service Level Agreement

VPSGiaRe guarantees Network and Power Infrastructure up-time to be 99.9% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.9% of the time. Up-time is broken down into monthly increments. 99.9% up-time per month equates to up to 43 minutes of unplanned downtime per month. (http://en.wikipedia.org/wiki/Uptime). If in any given month we fail to meet this guarantee a VPSGiaRe customer is eligible for a credit on their current hosting account.

 

Network & Power SLA Conditions

You must meet the below requirements in order to be eligible for an SLA credit:

  • Your account must be in good standing
  • You must submit a ticket through our helpdesk to the sales/billing department
  • All requests must be submitted within 5 days of the reported downtime
  • All requests must contain a ticket # of the service interruption
 

Network & Power SLA Credit Calculation

SLA Credit will be generated as follows based on your monthly renewal price:

#UPTIME GUARANTEESLA CREDIT
199.9%Guaranteed
299.8%10%
399.7%20%
499.6%30%
599.5%40%
699.4%50%
799.3%60%
899.2%70%
999.1%80%
1099.0%90%
11Less than 99.0%100%
 

Network & Power SLA Exclusions

Many possible situations are completely beyond the control of VPSGiaRe, and therefore are not in the scope of this SLA. These situations include:

  • Internal services such as MySQL, Apache, PHP, etc.
  • Scheduled downtime or planned maintenance
  • Customer-controlled downtime
  • Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
  • ISP or local connection problems
  • Acts of Force Majeure
 

How to Report a Problem

Submit a support ticket from your client account by click this link