Service Level Agreement
Our 99.9% uptime commitment — and what you get back when we don't meet it.
1. Scope
This Service Level Agreement (“SLA”) applies to all shared hosting, cloud server and bare metal services provided by NetVO LTD. It forms part of our Terms of Service.
2. Uptime Commitment
We guarantee 99.9% network and infrastructure availability per calendar month. Availability is measured at the network edge of the data center hosting your service.
3. Service Credits
If monthly availability falls below 99.9%, you may request a credit on the affected service's next invoice:
| Monthly Availability | Credit (of monthly fee) |
|---|---|
| 99.0% – 99.89% | 10% |
| 98.0% – 98.99% | 25% |
| 95.0% – 97.99% | 50% |
| Below 95.0% | 100% |
Credits are capped at 100% of the monthly fee for the affected service and are issued as account credit, not cash refunds.
4. Claim Process
- Open a support ticket within 14 days of the incident;
- Include the affected service, timestamps and any relevant diagnostics;
- We verify claims against our monitoring systems and respond within 5 business days.
5. Exclusions
The following are excluded from availability calculations:
- Scheduled maintenance announced at least 24 hours in advance;
- Emergency maintenance required to protect platform security or integrity;
- Issues caused by customer software, configuration or actions;
- Suspensions resulting from violations of our Terms of Service or non-payment;
- Force majeure events beyond our reasonable control;
- Attacks mitigated by our DDoS protection where the service remains reachable.
6. Support Response Targets
| Priority | First Response Target |
|---|---|
| Critical — service down | 1 hour |
| High — degraded performance | 4 hours |
| Normal — general questions | 12 hours |
Support is provided via the ticket system, by email at [email protected] and by phone on +44 7405 137631. Real-time platform health is published on the network status page in the client area.
