Legal

Service Level Agreement

Last updated 14 Mar 2023

Scope

This SLA covers network and power availability for Valerius Cloud hosting and VDS services under active, paid status. It does not cover customer application errors, DNS outside our control, or third-party networks.

Availability targets

Core network availability target: 99.9% annual for VDS. Hosting plans include a 99% uptime guarantee as stated on product pages. Measured monthly unless a product page states otherwise.

Service credits

If monthly availability falls below the applicable target, eligible customers may request a service credit. Typical credit scale (subject to verification): below target by less than 1 percentage point: 5% of the monthly equivalent of the annual fee; 1-2 points: 10%; more than 2 points: 25%, capped at 25% of that month's equivalent fee.

Exclusions

Scheduled maintenance announced in advance, force majeure, DDoS events mitigated within platform filtering capacity, customer-caused outages, and suspended or unpaid services are excluded from credit calculations.

How to claim

Open a billing ticket within thirty (30) days of the incident with timestamps and impact description. Credits apply to future invoices and are not cash refunds unless required by law.

Support

Platform monitoring operates 24/7. Ticket response targets: priority outages within 1 hour during active incidents; general tickets within one business day.