Service Level Agreement
We are contractually committed to the availability of your infrastructure. If we fail to deliver, we compensate you. It's that simple.
Last updated: January 2024
1. Service Availability
EasyDataHost commits to the following availability guarantees for each type of service.
| Service | SLA | Max Downtime / Month |
|---|---|---|
| Network Connectivity | 99.99% | 4.38 minutes |
| Cloud VPS | 99.95% | 21.9 minutes |
| Object Storage (S3) | 99.99% | 4.38 minutes |
| Veeam Cloud Connect | 99.95% | 21.9 minutes |
| Colocation Power | 99.999% | 26 seconds |
2. Service Credits
If we fail to meet our SLA commitments, you are entitled to service credits proportional to the downtime. No fine print.
How to request credits
-
1
Submit your request
Within 30 days of the incident
-
2
Include the details
Account ID, affected services, date and duration
-
3
Receive your compensation
The credit is applied to your next invoice
mail sla@easydatahost.com
3. Support Response Times
Our technical team is available 24/7 for critical incidents. Each ticket is classified and handled according to its priority.
Service down, no workaround available
Core functionality affected
Minor functionality affected
General inquiries
4. Disaster Recovery SLA (DRaaS)
For Veeam DRaaS customers, additional RTO and RPO commitments apply depending on the contracted plan.
5. Exclusions
The following cases are excluded from SLA calculations:
Scheduled maintenance (announced 48 hours in advance)
Emergency maintenance for security reasons
Force majeure events
Issues caused by customer actions or third-party services
DDoS attacks exceeding our mitigation capacity
Services suspended due to non-payment or ToS violations
Need more details about our SLA?
Our team can prepare a customized SLA tailored to your industry requirements and availability needs.