Service Level Agreement

1. Uptime Commitment

Volt Serv guarantees 99.99% network uptime for all hosting services. This translates to a maximum of approximately 52 minutes of downtime per year.

1.1 What's Covered

Our uptime guarantee covers:

• Network connectivity to and from our data centers
• Core routing infrastructure
• Physical server hardware (for dedicated servers)
• Virtualization platform availability (for VPS)
• Power and cooling infrastructure

1.2 What's NOT Covered

The uptime guarantee does not cover downtime caused by:

• Scheduled maintenance (announced at least 48 hours in advance)
• Emergency maintenance required to prevent or address security threats
• Customer-induced issues (software misconfigurations, resource exhaustion)
• Third-party services or software
• DDoS attacks exceeding our mitigation capacity
• Force majeure events (natural disasters, acts of war, etc.)
• DNS issues outside our control
• Issues with customer-provided equipment or software
• Suspension due to Terms of Service violations

2. Service Credits

If we fail to meet our uptime guarantee, you are eligible for service credits according to the following schedule:

2.1 Credit Limitations

• Maximum credit per month is 100% of that month's service fee
• Credits are applied to your account balance, not refunded as cash
• Credits cannot be transferred to other accounts
• Credits expire if account is terminated
• Credits do not apply to setup fees, domain fees, or add-on services

3. Requesting Service Credits

To claim service credits:

1. Submit a support ticket within 7 days of the downtime incident
2. Include the following information:
   • Your account information
   • Affected service(s)
   • Date and time of the incident
   • Duration of downtime experienced
   • Any relevant logs or evidence
3. Our team will verify the claim and respond within 5 business days
4. Approved credits will be applied to your next billing cycle

4. Monitoring and Measurement

Uptime is calculated using our internal monitoring systems which check service availability from multiple geographic locations every minute. Our monitoring constitutes the sole measurement for determining uptime.

Downtime begins when our monitoring detects an outage and ends when service is restored. Brief interruptions of less than 5 consecutive minutes are not counted toward downtime calculations.

5. Scheduled Maintenance

We perform scheduled maintenance to ensure optimal performance and security:

• Routine maintenance is scheduled during low-traffic hours (typically 2:00 AM - 6:00 AM local time)
• At least 48 hours' notice is provided for scheduled maintenance
• Notifications are sent via email and posted on our status page
• We aim to minimize downtime during maintenance windows
• Emergency security patches may be applied with shorter notice

6. Hardware Replacement (Dedicated Servers)

For dedicated server customers, we guarantee hardware replacement:

• Failed components will be replaced within 4 hours of confirmed hardware failure
• Spare hardware is maintained onsite at all data centers
• Our technicians are available 24/7 for hardware replacements
• Data drives are returned to customer or securely destroyed upon request

7. DDoS Protection

All services include DDoS protection:

• Automatic detection and mitigation of attacks up to 1Tbps
• Layer 3/4 and Layer 7 attack mitigation
• Traffic scrubbing without service interruption
• No additional charges for DDoS protection

In cases of attacks exceeding our mitigation capacity, we may temporarily null-route traffic to the affected IP to protect other customers. This is not considered a violation of our uptime guarantee.

8. Support Response Times

We commit to the following support response times:

9. Limitation of Liability

Service credits as described in this SLA are your sole and exclusive remedy for any failure to meet our uptime guarantee. Volt Serv shall not be liable for any indirect, incidental, special, or consequential damages arising from service outages.

10. Changes to SLA

We reserve the right to modify this SLA at any time. Changes will be posted on this page with an updated revision date. Material changes will be communicated via email at least 30 days before taking effect.

11. Contact

For questions about this SLA or to report an outage:

• Support Ticket: Submit a Ticket
• Email: support@voltserv.com