Vedova Sagl guarantees a 94.99% or above network uptime depending on the plan. If in any given month we fail to meet this promise a Vedova Hosting customer is eligible for a credit on their current hosting account (this credit can't be converted in cash and will be used automatically to pay the future invoices). You must meet the below requirements in order to be eligible for an SLA credit:
- Your account must be in good standing
- You must submit a ticket through our client area to the billing department
- All requests must be submitted within 5 days of the reported downtime
- All requests must contain a ticket no. # of the service interruption
- We will add the credit to your client area the first day of the next month.
Web Hosting and CMS Hosting accounts
We guarantee that your website will be online for 94.99% (or more if stated on our website) of the month, otherwise we will credit upto 100% of the days of disruption or the monthly rate, whichever comes first.
Cloud Hosting and Dedicated Hosting services
For VPS and Physical Servers we will use the following table (based on what you pay for a month) unless indicated otherwise in product description:
| Uptime | Credit |
|---|---|
| 99.9% | Guaranteed |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 90% |
| 99.0% | 100% |
Exclusions
Vedova Sagl is not responsible for downtime related to the services listed below and as such will not issues credits for the following:
- Scheduled downtime or planned maintenance
- Software malfunctions for softwares installed by the client
- Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
- ISP or local connection problems
- Customer-controlled downtime
- Natural Disasters or events beyond the control of Vedova Sagl
- Other problems not depending from our datacenter