Service Level Agreement Print

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Introduction

This knowledge base article outlines our service level agreement for our various services.

Qualifying Services

Here is a complete list of the lineups that qualify for this SLA:

  • KVM Standard VPS (Any Location)
  • KVM Flux Optimized (Any Location)
  • KVM Ryzen VDS (Any Location)
  • KVM Intel Core VPS (Any Location)
  • Dedicated Servers (Any Location)
  • Website Hosting (Any Location)

The following does not qualify for SLA:

  • KVM Memory VPS (Any Location)
  • KVM Micro VPS (Any Location)
  • LXC Containers (Any Location)
  • LIR Services (Any Location)

If your service is not from the lineups in the above-mentioned list, please contact us over tickets to see if your service qualifies.

Qualifying Events

SLA credits are generally issued upon downtime of the service. These qualifying events may include, but are not limited to:

  • Network Outages
  • Power Outages
  • Datacenter Failures
  • Host Node Issues

We do not provide SLA for the following events:

  • Network Packet Loss
  • Network Throughput Issues
  • Failures Caused by the Client
  • Failures on Individual VPS's
  • Performance Issues
  • Scheduled Maintenance Period
  • VPS Cancellation/Suspension

Our Guarantee

We guarantee a 99% uptime SLA across all of our services. Here is a chart of the credits we will provide:

Downtime Period Service Credit
<1 Hour of Downtime None
1 Hour of Downtime Service Extended by 1 Day
2 Hours of Downtime Service Extended by 2 Days
3 Hours of Downtime Service Extended by 3 Days
4 Hours of Downtime Service Extended by 4 Days
5 Hours of Downtime Service Extended by 5 Days
6 Hours of Downtime Service Extended by 6 Days
>=7 Hours of Downtime Service Extended by 2 Weeks

Claiming SLA Credits

Please note that in order to claim the SLA credits, you must meet the following requirements:

  • Your account must be in good standing.
  • You must not have created a chargeback.
  • You must have created a ticket within 72 hours of the qualifying event.
  • Your service must not be cancelled/suspended.
  • SLA can only be claimed once per incident

Note: Multiple outages in a row can be considered part of the same incident, as long as the root cause is the same. For example, if your host node were to go offline due to an issue with the SSD (as an example), momentarily comes back online, and then goes back offline due to the same problem, that would be considered as one incident/event and can only have SLA claimable once. In order to identify whether your outage is related to the same incident/problem, please refer to our status page at https://status.advinservers.com. If the incidents are NOT considered separately with different incident ID's, then SLA would not be claimable twice. We reserve the right to deny SLA compensation depending on the circumstances.


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