Service Level Agreement (SLA)
All customers are covered by our standard 99.9% simple, no nonsense Service Level Agreement:
- 99.9% as measured by our 3rd party monitoring service, watchmouse @ up.vr.org. Excludes planned and unplanned (emergency) maintenance.
- We will provide you an account credit, up to the monthly amount of your package if the SLA is not met
- The SLA covers issues outside of your control: specifically network and physical / host server issues in our Cloud. It does not cover O/S or application issues under your control.
- As a new customer, you are also covered by our money back guarantee.
- You must open a ticket within 24 hours of an event requesting an SLA credit
Note: Managed or contract customers that have a 100% SLA / should refer to their contract and agreement for specific SLA details.