1. Scope
This Service Level Agreement applies only to paid services whose product page explicitly states that an uptime SLA is included. It does not create an SLA for trial, beta, promotional, unmanaged support or third-party services.
2. Availability measurement
Monthly availability is measured from VDSROOT monitoring at the network or service layer designated for the applicable product. A service is unavailable when it cannot be reached because of a fault within the infrastructure controlled by VDSROOT.
3. Exclusions
Excluded events include scheduled maintenance, emergency security work, customer configuration, exhausted resources, suspended accounts, attacks against the customer, force majeure, upstream or Internet conditions outside reasonable control, third-party software and incidents caused by customer users or credentials.
4. Service credits
Where a qualifying product promises 99.9% monthly availability, approved credits are calculated against the monthly fee for the affected service: availability below 99.9% but at least 99.0%: 10%; below 99.0% but at least 95.0%: 25%; below 95.0%: 50%. Credits cannot exceed the monthly fee for the affected service and are not cash refunds.
5. Claims
Claims must be emailed to admin@vdsroot.com within seven days of the incident and include the service, IP address, start and end time in UTC, impact and supporting evidence. VDSROOT monitoring and records will be used to validate the claim.