Legal
Service level agreement
Our availability commitment, in numbers you can check and claim against. A service level agreement that cannot be measured or claimed is marketing, not a commitment.
1. The commitment
We commit to 99.9% monthly availability of the network and the hypervisor hosting your server. Over a 30-day month that permits approximately 43 minutes of unavailability.
The commitment covers the platform: power, cooling, the hypervisor, the storage and the network path to our edge. It does not cover the operating system or the applications inside your server, which are yours to run.
2. How availability is measured
An server is unavailable when it cannot be reached over the network from outside our infrastructure, and the cause lies within our platform. Measurement runs from our own monitoring, cross-checked against third-party probes when a claim is raised.
Unavailability is counted in whole minutes, from the first failed check to the first successful one after recovery.
3. What is excluded
- Planned maintenance announced at least 72 hours in advance by email.
- Emergency maintenance needed to protect the platform or its customers, limited to the duration of the work.
- Suspension for non-payment or for breach of the acceptable use policy.
- Faults inside your server: the operating system, your applications, your firewall rules or your own configuration.
- Attacks directed at your server, to the extent that mitigation requires filtering that affects its reachability.
- Failures of networks outside our control, including your own connectivity, and events beyond our reasonable control.
4. Credits
| Monthly availability | Credit |
|---|---|
| 99.90% and above | None |
| 99.00% – 99.89% | 10% of the monthly fee |
| 98.00% – 98.99% | 25% of the monthly fee |
| 95.00% – 97.99% | 50% of the monthly fee |
| Below 95.00% | 100% of the monthly fee |
Credits apply to the affected server and are calculated against its monthly fee. On annual terms the monthly fee is one twelfth of the amount paid. Total credits in a month will not exceed the monthly fee for that server.
5. Claiming
Open a ticket within thirty days of the end of the month in question, with the server ID and the approximate times of the outage. We check it against our records and apply the credit to your account within one billing cycle.
Credits are applied to future invoices. They are not paid out in cash, and they are the sole remedy for a failure to meet the availability commitment.
6. Support response targets
| Severity | Target first response |
|---|---|
| Service down or unreachable | 1 hour, 24/7 |
| Degraded performance | 4 hours, 24/7 |
| General questions and billing | 1 business day |
These are targets we publish because we intend to be held to them. They are commitments of practice rather than separately creditable terms.
Questions about this document go to legal@flowvds.com.