The short version
- We commit to 99.9% network availability for each server, every calendar month.
- Below that, you get a credit of 10% to 100% of the server’s monthly fee, depending on how much downtime occurred.
- Failed hardware is replaced within 4 hours of diagnosis, 24/7. If we are late, you get 5% per started extra hour, up to 50%.
- Claim credits by ticket within 30 days. They go to your account balance and are capped at 100% of the monthly fee.
- Scheduled maintenance is announced at least 48 hours in advance on our status page.
This summary helps you read the document; the full text below is what applies.
Contents
1. Scope
This Service Level Agreement (“SLA”) applies to every DediJet dedicated server, listed or custom-built. It sets out our network availability and hardware replacement commitments, and the service credits you receive if we miss them. It is part of our Terms of Service; capitalized terms not defined here have the meaning given there. Other services, such as backup space, are not covered.
2. Definitions
- DediJet Network
- The routers, switches, cabling and uplinks we operate in our locations, together with our connections to our transit providers. It does not include the public internet beyond those connections, or your own equipment, configuration and software.
- Downtime
- A period during which your server’s public network connection is unreachable because of a failure of the DediJet Network, as measured by our monitoring and verified against the information in your claim. It starts when the unavailability begins, as recorded by our monitoring or, if our monitoring did not detect it, when you reported it by Ticket, and ends when connectivity is restored.
- Monthly Uptime Percentage
- For each server, the percentage of minutes in a calendar month that were not Downtime. If the server was active for only part of the month, only that part counts.
- Hardware Failure
- The failure of a physical component of your server, such as a drive, memory module, CPU, motherboard, power supply, network card or GPU, as confirmed by our diagnosis.
- Monthly Fee
- The recurring monthly price of a server, including the add-ons attached to it (such as additional IP addresses or a port upgrade), excluding taxes and backup space.
3. Network availability
We commit to a Monthly Uptime Percentage of at least 99.9% for each server. Hardware Failures are covered by the hardware replacement commitment in section 5 instead, so a single incident is not counted twice.
4. Service credits for Downtime
If a server’s Monthly Uptime Percentage falls below 99.9%, you are entitled to a credit on that server’s Monthly Fee:
| Monthly Uptime Percentage | Downtime in a 30-day month | Credit |
|---|---|---|
| Less than 99.9% but at least 99.5% | More than 43.2 minutes, up to 3 h 36 min | 10% |
| Less than 99.5% but at least 99.0% | More than 3 h 36 min, up to 7 h 12 min | 25% |
| Less than 99.0% but at least 95.0% | More than 7 h 12 min, up to 36 hours | 50% |
| Less than 95.0% | More than 36 hours | 100% |
Only the tier that matches your Monthly Uptime Percentage applies; tiers do not add up. The Downtime column is a guide for a 30-day month; the exact calculation uses the minutes of the calendar month concerned.
5. Hardware replacement
When a Hardware Failure occurs, we replace the failed component within 4 hours of diagnosis, 24/7. Diagnosis is complete when our engineers have confirmed the failure, whether our monitoring detected it or you reported it by Ticket. Replacement is complete when the new component is installed and the server is powered on again. Instead of a repair, we may move you to an equivalent or better server, transferring your drives where possible; replacement is then complete when that server is ready.
If replacement takes longer than 4 hours, you are entitled to a credit of 5% of the server’s Monthly Fee for each started hour beyond the 4 hours, up to 50%. Time spent waiting for you, for example for your approval to shut the server down, does not count.
This commitment covers the hardware only. Restoring data, rebuilding a RAID array and reconfiguring your software remain your responsibility.
6. Support response targets
Our engineers answer Tickets 24/7. We aim to send a first response within:
- 30 minutes for critical issues: a server down or a network outage;
- 4 hours for everything else.
These are targets, not commitments: missing them does not give rise to a service credit.
7. Exclusions
Downtime and hardware replacement time do not include any period of unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance on our status page;
- you or your users, including your configuration, software, operating system or traffic, and abuse originating from your server;
- reboots, reinstalls, rescue mode, upgrades or other interventions that you request or carry out;
- features we have labeled as beta or preview;
- application-layer (layer 7) attacks against your services;
- a suspension under our Terms of Service, including for non-payment or a violation of our Acceptable Use Policy;
- a Force Majeure Event, as defined in our Terms of Service;
- problems outside the DediJet Network, such as the public internet or your own internet provider.
8. How to claim a credit
Open a Ticket within 30 days after the incident and include:
- the server concerned (hostname, service ID or IP address);
- the start and end time of the incident, with the time zone;
- a short description of the impact; and
- if possible,
mtrortracerouteoutput between your location and the server, in both directions.
We check your claim against our monitoring data and answer within 5 Business Days. Claims made more than 30 days after the incident are not eligible.
9. Credit rules
- Credits are added to your Account Balance. They are not paid in cash, cannot be refunded or transferred, and can only be used to pay DediJet invoices.
- Total credits for a server in a calendar month, network and hardware combined, are capped at 100% of that server’s Monthly Fee.
- Your Account must be in good standing, with no overdue invoices and no suspension for a breach of our Terms of Service, when we apply the credit.
- Service credits are your sole and exclusive remedy for Downtime and late hardware replacement, except where the law does not allow this limitation.
10. Maintenance
Scheduled maintenance. We announce it at least 48 hours in advance on our status page, and we aim to schedule it outside peak hours for the location concerned.
Emergency maintenance. When urgent work is needed to fix a critical security issue or to prevent or resolve an outage, we may carry it out without notice and post it on the status page as soon as we can. Emergency maintenance is not excluded: if emergency work on the DediJet Network makes your server unreachable, that time counts as Downtime.
11. Changes to this SLA
We may update this SLA as described in our Terms of Service: material changes are announced by email at least 30 days before they take effect. A change never reduces credits for incidents that occurred before it took effect.