This Service Level Agreement ("SLA") outlines the service availability commitments provided by Serververse to its customers. It defines the levels of service expected and the procedures for addressing service-related issues.
Serververse is committed to providing high service availability. Our uptime commitments are as follows:
- Standard Plan: 99.9% monthly uptime
- Professional Plan: 99.95% monthly uptime
- Enterprise Plan: 99.99% monthly uptime
Uptime is calculated on a monthly basis and excludes periods of Scheduled Maintenance.
- Downtime: Any period during which the services are unavailable due to failures in Serververse's infrastructure, excluding Scheduled Maintenance and Exclusions defined below.
- Scheduled Maintenance: Planned maintenance periods announced at least 48 hours in advance.
- Emergency Maintenance: Unscheduled maintenance required to address critical issues that may affect service stability or security.
This SLA does not apply to service interruptions caused by:
- Scheduled Maintenance announced with at least 48 hours' notice.
- Emergency Maintenance required for critical updates.
Factors outside of Serververse's reasonable control, including but not limited to:
- Natural disasters
- Acts of terrorism
- Government actions
- Network or device failures outside of Serververse's control
Customer's misuse of the services, including violations of the Acceptable Use Policy.
Serververse does not offer monetary refunds or service credits for downtime. Our focus is on maintaining high service availability and promptly addressing any issues that arise.
Serververse provides 24/7 support to address service-related issues. Our response times are as follows:
- Critical Issues: Response within 1 hour.
- High Priority Issues: Response within 4 hours.
- Normal Issues: Response within 24 hours.
Response times are measured from the time a support ticket is received.
To report a service issue, please submit a support ticket through your Serververse account dashboard or email [email protected]. Include detailed information about the issue to facilitate prompt resolution.
Serververse reserves the right to modify this SLA at any time. Changes will be communicated through our website or via email to the address associated with your account. Continued use of our services after such changes constitutes acceptance of the modified SLA.