Definitions
VMHoster refers to the cloud server provider offering Virtual Private Server (VPS) hosting and related services.
"Customers" refers to any individual or organization using VMHoster services.
"Uptime" refers to the percentage of time during a calendar month that VMHoster's services are available and operational.
"Downtime" refers to any period during which the services are unavailable, subject to the exclusions defined in this SLA.
"Rebates" refer to service credits that eligible customers may receive if VMHoster fails to meet the guaranteed uptime commitment.
Uptime
VMHoster guarantees a monthly uptime of 99.5% for its cloud server services. Uptime is calculated on a calendar-month basis and reflects the availability of the services provided to customers.
Uptime Calculation
Uptime percentage is calculated using the following formula:
Uptime (%) = [(Total Minutes in the Month - Eligible Downtime Minutes) / Total Minutes in the Month)] x 100
VMHoster monitors its systems and infrastructure to maintain service availability and minimize disruptions.
Downtime
Downtime refers to a period during which a customer's cloud server service is unavailable due to a network, hardware, or infrastructure failure within VMHoster's reasonable control.
Downtime Exclusions
Downtime does not include the following:
- Scheduled maintenance or upgrades announced in advance.
- Issues caused by third-party applications, customer-installed software, or customer-managed systems.
- Problems outside VMHoster's reasonable control, including upstream network outages, data center provider failures, and force majeure events such as natural disasters or acts of war.
- Customer-caused outages resulting from incorrect configuration, errors, misuse of services, unauthorized changes, or exceeding agreed-upon service limits.
- DDoS attacks, hacking attempts, or security incidents beyond VMHoster's reasonable control.
Eligibility for Rebates
Customers may be eligible for rebates if VMHoster fails to meet the 99.5% monthly uptime guarantee. Eligible customers can submit a claim for a service rebate in the form of account credits, subject to the terms and conditions of this SLA.
Rebate Amount
The rebate amount is calculated as a percentage of the monthly recurring fee for the affected service, based on the actual uptime achieved during the calendar month. The following rebate schedule applies:
- Uptime of 99.5% to 100%: No rebate.
- Uptime of 99.0% to less than 99.5%: 5% rebate of the monthly service fee.
- Uptime of 98.0% to less than 99.0%: 10% rebate of the monthly service fee.
- Uptime below 98.0%: 20% rebate of the monthly service fee.
Rebates will be issued as account credits and are not redeemable for cash. The total rebate will not exceed the applicable monthly service fee.
Rebate Request Process
To request a rebate, customers must submit a claim within 30 days after the end of the calendar month during which the uptime violation occurred. The request must be submitted through the VMHoster support portal or designated support email address and include the customer's account details, affected service or server identification, and details of the reported downtime.
VMHoster will review each claim using available monitoring records and determine eligibility in accordance with this SLA.
Exceptions
This SLA does not apply to service disruptions caused by:
- Scheduled maintenance windows or upgrades announced in advance.
- Customer misuse, unauthorized configuration changes, or violations of VMHoster's Terms of Service.
- Circumstances beyond VMHoster's reasonable control, including qualifying internet service provider or data center provider outages and force majeure events.
- DDoS attacks, hacking attempts, or security breaches not caused by VMHoster's failure to meet its applicable obligations.
SLA Modifications
Note: VMHoster reserves the right to modify this SLA by providing customers with at least 30 days' prior notice, subject to applicable law and contractual commitments.
