Service Level Agreement

01Our commitment

We commit to 99.99% availability of the network and host hardware that your server runs on, measured each calendar month.

02What counts as downtime

Downtime is a period of more than 5 consecutive minutes when your server cannot be reached because of a fault in our network or host hardware.

03What does not count

These are not downtime under this agreement:

• scheduled maintenance announced at least 48 hours ahead
• problems with your own software, configuration or operating system
• attacks or traffic that exceed what our mitigation can absorb
• faults in networks we do not control, such as your own provider or the wider internet
• events outside our reasonable control
• servers that are suspended for non-payment or for breaking the acceptable use policy

04Service credits

If we miss the commitment in a month, you receive a credit on your next invoice: 10% of that month's fee for the affected server if availability was below 99.99% but at least 99.9%, 25% if it was below 99.9% but at least 99%, and 50% if it was below 99%.

Credits are not paid out as cash and cannot exceed the fee for the affected server for that month.

05How to claim

Email support@vpsrely.com within 7 days of the end of the month, with your server name and the times you saw the problem. We check our own monitoring and reply with the result.

Credits are the only remedy for downtime. They do not affect your right to cancel.