Wlvhosting Service Level Agreement
This Service Level Agreement (“SLA”) describes the service promises that Wlvhosting and its affiliates (“Wlvhosting”, “us” or “we”) make available to those who use Wlvhosting services (each, “you”). It functions as part of the Wlvhosting Terms of Service and is applied on a per-account basis to every account through which Wlvhosting services are used. Except where this document states otherwise, this SLA remains governed by the Wlvhosting Agreement, and any capitalized terms carry the meaning assigned to them in the Wlvhosting Agreement. We may revise the provisions of this SLA at any time, consistent with the Wlvhosting Agreement.
Dedicated Server Deployment - 3 Hours
For dedicated (bare-metal) servers, the typical setup window runs between 1-3 hours once your payment clears. Hybrid (virtual) servers are normally ready within 30-90 min. The clock starts when your payment has been processed and your order confirmed. Note that, to guard against fraud, payments made by credit card may require additional time for identity verification.
Note: Where a dedicated server is customized — meaning a configuration we do not keep in stock, or one needing hardware upgrades or physical adjustments to suit your requirements — no fixed preparation time applies; even so, we will share an estimated build time with you before your order is processed.
Hardware Replacement
When server hardware fails, the maximum wait before it is swapped out is:
in the United States – up to 1 hour;
in all other locations – up to 4 hours.
This window is counted starting from the moment we finish diagnosing the problem and confirm that its cause is hardware related.
Network Uptime - 99.97 %
We target a network uptime of 99.97%. For each minute the network is unavailable, you receive service credits as defined in this SLA. Depending on how much downtime accrues, your service term may be lengthened by anywhere from 5 to 30 days.
Uptime | Credit |
|---|---|
< 99.97 % | 5 days |
< 99.9 % | 10 days |
< 99.8 % | 15 days |
< 99.7% | 20 days |
< 99.6% | 25 days |
< 99.5% | 30 days |
Power Uptime - 99.97 %
Our data centers are designed to stay powered 99.97% of the time, and for every minute of outage you will earn service credits under this SLA. The length of any extension to your service term — between 5 and 30 days — depends on the total downtime recorded.
Uptime | Credit |
|---|---|
< 99.97% | 5 days |
< 99.9% | 10 days |
< 99.8% | 15 days |
< 99.7% | 20 days |
< 99.6% | 25 days |
< 99.5% | 30 days |
First Response to Support Ticket - 15 Minutes
You will wait no more than 15 minutes for an initial reply to a support ticket. That interval begins at the minute our system registers your ticket and assigns it a ticket number.
Ticket Update Frequency - 1 Hour
While we are handling your ticket, the maximum gap between updates you will experience is 1 hour, counted from the most recent reply we sent on the ticket.
Technical Live Support - 1 Minute
For technical live support, the longest you should expect to wait for an answer is 1 minute, timed from the instant our system picks up your request.
Wlvhosting undertakes to notify the customer of any anticipated actions by Wlvhosting or a third party that could affect the availability, quality, or effectiveness of the services delivered. Where maintenance or network disturbances are involved, Wlvhosting will give the customer notice at least two days ahead of the scheduled activity, or earlier or later should circumstances require it.
Any service disruption that affects, or could threaten, any of the Service Commitments listed above across more than 5 servers supplied by Wlvhosting — and that you have expressly flagged as “urgent” when communicating with Wlvhosting support staff — will be classified as a major service incident. As such, it is handled as the highest-priority matter: a dedicated owner is assigned to resolve it, it is escalated to Wlvhosting management, and it is investigated and resolved in line with our incident management procedure. A major service incident ticket will remain open until it has been reviewed and you have expressly accepted the resolution.
Wlvhosting SLA Exclusions
The Service Commitment does not cover spot servers, nor does it cover any unavailability, suspension, or termination of Wlvhosting, or any other Wlvhosting performance shortfall that is: (i) brought about by circumstances beyond our reasonable control, such as a force majeure event or Internet-access or related problems occurring past Wlvhosting's demarcation point; (ii) attributable to acts or omissions by you or any third party, including a failure to acknowledge a recovery volume; (iii) attributable to your own equipment, software, or other technology and/or to third-party equipment, software, or other technology (apart from third-party equipment under our direct control); (iv) attributable to any maintenance carried out under the Wlvhosting Service Agreement; or (vii) resulting from our suspending or terminating your right to use Wlvhosting pursuant to the Wlvhosting Service Agreement (together, the “Wlvhosting SLA Exclusions”).
Definitions
“Downtime” means an interval during which a system is unable to deliver or carry out its core function. It is quantified by reference to the server-side error rate.
„Service Credit“ denotes the total amount of time granted whenever our data center experiences service disruptions and falls short of the agreed SLA conditions.
To claim any of the Service Credits set out above, the Customer must inform Wlvhosting within thirty days of becoming eligible for them. If this is not done, the Customer loses the right to the Service Credit in question.
The combined total of Service Credits that Wlvhosting will grant the Customer for all Downtime occurring within a single calendar month is capped at thirty days of Service appended to the end of the Customer's Service term. Service Credits cannot be traded for, or converted into, cash.