Service Level Agreement (SLA)
Last Updated: 10/16/2024
Overview
This document outlines the policies governing Zayys Services' Service Level Agreement (SLA).
1. Qualifying Services
The following services qualify for Zayys Services' SLA:
KVM Standard VPS
Any
Qualifies for SLA
KVM Premium VPS
Any
Qualifies for SLA
KVM Flux Optimized
Any
Qualifies for SLA
KVM Ryzen VDS
Any
Qualifies for SLA
KVM Intel Core VPS
Any
Qualifies for SLA
Dedicated Servers
Any
Qualifies for SLA
Website Hosting
Any
Qualifies for SLA
Services Not Qualifying for SLA
KVM Micro VPS
Any
Does not qualify
LXC Containers
Any
Does not qualify
LIR Services
Any
Does not qualify
If your service is not listed, please contact us to confirm SLA eligibility.
2. Qualifying Events
SLA credits are issued upon request by opening a ticket within 72 hours of the qualifying event. Qualifying events may include:
Network Outages
Power Outages
Datacenter Failures
Host Node Issues
SLA Does Not Apply To:
Network Packet Loss
Throughput Issues
Client-caused Failures
Individual VPS Failures
Performance Issues
Scheduled Maintenance
VPS Cancellation/Suspension
3. Our Guarantee
We guarantee a 99% uptime SLA. Below is the breakdown of service credits:
1 Hour
Service extended by 1 day
2 Hours
Service extended by 2 days
3 Hours
Service extended by 3 days
4 Hours
Service extended by 4 days
5 Hours
Service extended by 5 days
6 Hours
Service extended by 6 days
7+ Hours
Service extended by 2 weeks
Note: There must be at least 1 hour of downtime for SLA credits to be issued.
4. Claiming SLA Credits
To claim SLA credits, ensure the following conditions are met:
Your account is in good standing
No chargebacks have been made
You opened a ticket within 72 hours of the event
Your service is not canceled or suspended
SLA can only be claimed once per incident
If multiple outages occur due to the same issue (e.g., host node failure), this will be treated as one incident. For details on incidents, please refer to our status page at COMING SOON.
5. Changes to the Policy
We may amend this policy at any time. It is your responsibility to stay updated, although we may notify you of major changes.
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