Service Level Agreement

This Service Level Agreement (“SLA”) applies to Virteche Cloud services provided by Virteche LLC — including VPS hosting and dedicated servers — and forms part of our Terms of Service. It describes the availability we commit to, the service credit available if we do not meet it, and the circumstances in which a credit is not available.

Service credits are the sole and exclusive remedy for any failure to meet the commitments in this SLA.

Virteche LLC commits to 99.9% uptime for network availability and for power, measured per calendar month.

Uptime is measured per calendar month. The 99.9% commitment in Section 2 allows for a small amount of downtime each month — approximately 43 minutes in a 30-day month. Service credit begins once downtime in a calendar month exceeds that allowance.

Credit accrues on the downtime beyond the allowance at a rate of one day of credit for every 15 minutes of downtime and outage.

A day of credit means one day of the recurring charge for the affected service. It is not calculated against your whole account or against services that were not affected by the outage.

Best efforts will be made to have failed hardware replaced immediately, but replacement is guaranteed to be completed within ten hours of confirmed failure.

Should the original hardware not be replaceable, a secondary system will be built and provisioned within 48 hours, until proper replacement parts can be delivered.

This guarantee does not cover data loss due to hardware failure. Clients are strongly encouraged to maintain regular, offsite backups.

The following criteria must be met to qualify for SLA credit:

• Client must send in request for credit within 72 hours of outage.
• Client must have account maintained in good standing at the time of request.
• Client must not have had outstanding balances in excess of three business days in the last two billing cycles.
• Servers disconnected for nonpayment, abuse, or other reasons at the time of outage do not qualify for credit.
• Credit shall not exceed 100% of billing in a thirty-day cycle.
• Outages due to scheduled network or hardware maintenance are not eligible for SLA credit.
• Outages due to client misconfiguration of software are not eligible for SLA credit.
• Outages due to Force Majeure, including fire, earthquakes, riots, explosion, Sharknado, declared or undeclared wars, terrorist acts, insurrection, extraterrestrial invasion, injunction, or other event(s) outside the control of Virteche LLC and its partners are not eligible for SLA credit.

Send credit requests to [email protected] within 72 hours of the outage. Please include your account details, the affected service, and the date, start time, and end time of the outage. Credits are applied to the account against future invoices and have no cash value.

We may update this SLA from time to time. When we make material changes, we will update the “Last updated” date at the top of this page and, where appropriate, notify affected customers by email or a notice in the client portal.

Questions about this SLA can be sent to [email protected].