Definitions
VM Hoster refers to the cloud server provider offering virtual private server (VPS) and related services.
"Customers" refers to any individual or organization using VMHoster services.
"Uptime" refers to the time in a calendar month that VMHoster's services are available and operational.
"Downtime" refers to any period where the services are unavailable, excluding exceptions defined below.
"Rebates" refer to credits or compensation that clients are eligible for in the event of non-compliance with the guaranteed uptime.
Uptime
VMHoster guarantees a monthly uptime of 99.99% for its cloud servers. Uptime is calculated based on a calendar month and reflects when the services are operational and available to customers.
Uptime Calculation
Uptime percentage is calculated using the following formula:
Uptime= (Total Minutes in month-Downtime Minutes/Total Minutes in Month)
Therefore, VMhoster analyzes and monitors the system and infrastructure 24/7 to ensure maximum availability of services.
Downtime
Downtime refers to the period when VM hosters offer unavailable services due to network or hardware failure that is within the control of VM Hoster.
Downtime Exclusion
Downtime does not include the following:
- Scheduled maintenance or upgrades with prior notice.
- Issues caused by third-party applications, software, or systems.
- Problems outside of VMhoster's control, like network outages, data center failures, or force majeure events (Natural disasters, acts of war, etc.)
- Customer-caused outages result from configuration, errors, misuse of services, or exceeding agreed-upon bandwidth.
Eligibility for Rebates
Clients are eligible for rebates if VMHoster fails to meet the 99.9% uptime guarantee. In the event of non-compliance, clients can request a service rebate in the form of account credits.
Rebate Amount
The rebate amount is calculated as a percentage of the monthly service fee, depending on the actual uptime achieved during the month. The following factor applies:
- Uptime 99.99%-100%: No rebate
- Uptime 99.5%-98.9%:5% rebate of the monthly fee
- Uptime 98%-99.49%:10% rebate of the monthly fee
- Uptime below 98%: 20% rebate of the monthly fee
Rebate Request Process
To request a rebate, clients must submit a claim within 30 days from the end of the month during which the uptime violation occurred. The request must be sent through the VM hoster's support portal or email and include the client's account details and the nature of the downtime.
Exceptions
This SLA does not apply to service disruptions caused by:
- Maintenance windows or upgrades announced in advance
- Customer's misuse, unauthorized changes, or breach of the Terms of Service
- Circumstances beyond VMhoster's reasonable control ( internet provider outages, force majeure events, etc)
- DDoS attacks, hacking attempts, or security breaches not caused by VMhosters.
Note: VM infrastructure Hoster reserves the right to modify this SLA at any time within 30 days' notice
