Service Level Agreement
StackZoid guarantees 99.9% network availability. In the event that the network does not experience 99.9% uptime in a given month, StackZoid will credit the clients monthly service fee 5% for each 60 minutes of network downtime, up to a maximum of 50%.
StackZoid’s goal is to maintain 99.9% uptime on all of our VPS hardware nodes. In the event that a VPS hardware node does not experience 99.9% uptime in a given month, StackZoid will credit the clients monthly service fee 5% for each 60 minutes of hardware downtime, up to a maximum of 50%.
Any scheduled downtime of a VPS node for hardware or software maintenance will not apply towards this downtime calculation. The SLA does not apply to any software or services running inside Client’s server, nor to the Client’s server directly. It is only for downtime caused by issues with the hardware node itself. The SLA does not apply in any situation which the downtime was caused or could have been prevented by the Client. For example, if a VPS hardware node is down because of a filesystem check (fsck) causing a client’s VPS to be offline, the SLA would apply. If a client shuts down their own VPS or misconfigures it to be offline, the SLA would not apply. If the hardware node is online and functioning properly then the SLA will not apply in any case.
All SLA claims must be filed by opening a Support ticket through our client area within 5 days of the incident. The Support ticket must include all relevant information including Domain Name, IP address, a full description of the incident, and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 100% Network Availability guarantee does not apply to any software or services running on a client’s VPS, nor to any hardware within a client’s VPS.
Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.