Dedicated Server SLA

We take great pride in what we do. For this reason, all of our dedicated servers come with an SLA outlining our commitment to you, the levels of service you can expect, and what compensation we will provide in the unlikely event of us failing to maintain these levels of service

We guarantee full operation of all Dedicated Servers and will replace any failed component at no additional cost to you.

Our Engineers will begin replacing the hardware upon identification of which particular component(s) have failed. We keep whole spare servers on-site at all of our Datacentre locations, If the server cannot be repaired we will deploy a replacement server within 4 hours (2 Hours if you choose our full server management). In the unlikely event it takes us more than 4 hours to get you back up and running, you will be able to claim a day's service for every hour that your dedicated server is offline (up to a 100% of your monthly subscription fee).

Hardware includes Processor(s), RAM (Memory), Hard Drive(s), Motherboard, Power Supplie(s) and any other hardware included under the server rental. Customers are responsible for all backups (unless you have taken out one of our off-site backup plans). Service credit will not be issued if the source of the problem is found to be software related as a result of the end user.

Credit Request and Payment Procedures

In order to receive credit, you must make a request by submitting a ticket to our billing system. When submitting a ticket please include your customer number along with the dates and times of the unavailability. Your claim must be made within 30 days, no SLA credit will be issued if a request is sent outside of this time.

Credit will be issued in the form of credit on your client account which will then automatically be deducted from your next invoice. The total amount credited to customer in a particular month under this SLA shall not exceed the total server fee paid by customer for such month for the affected Services. Credits are not refundable and can be used only towards future billing charges.

Exceptions

You will not receive any credits under this SLA in connection with any failure of Server Availability caused by or related to:

  • Circumstances beyond the reasonable control of VeloxServ, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.
  • Scheduled maintenance and emergency maintenance and upgrades.
  • DNS issues outside the direct control of VeloxServ.
  • Network availability is measured by our internal monitoring systems.
  • Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, wilful misconduct, or use of the Services in breach of VeloxServ's Terms and Conditions and Acceptable Use Policy.