By announcing this SLA (Service Quality Commitment), we ensure that the service you are using reaches an uptime of 99.99% or more.
* SLA details:
- Interruption time concept:
+ Is the maximum available minutes without a connection to the virtualization layer and is cumulative in a calendar month.
+ Discontinuity does not include the Planned Discontinuity section.
- The concept of planned interruptions:
+ Is the interruption period related to the network, hardware, maintenance, service upgrade or at the request of the government agency. We will announce or notify Customer at least three (03) days or 48 hours in case of emergency before carrying out the above activities.
* Quality commitment value:
- Virtual server monthly activity rate is 99.9% or more.
* Quality commitment content:
- In the event that the virtual server's monthly activity rate falls below 99.9%, we will deduct the amount calculated from the rate shown below for the usage cost in the month of the incident.
* Commitment to service fee compensation:
Monthly uptime | Time in Unavailable state | Compensation service fee |
From 99.9% to 100% | Up to 43 minutes | 0% |
From 99% to less than 99.9% | Up to 430 minutes | 30% |
From 90% to less than 99% | Up to 4300 minutes | 50% |
Less than 90% | More than 4300 minutes | 100% |
* Service is not considered to be discontinued in the following cases:
- The service cannot be accessed due to the transmission from the client side, the error from the DNS side.
- Unable to access the service due to user error, misconfiguration.
- Unable to access the service due to errors from the user's network service, errors from the operating system, spyware viruses ... etc... caused.
- Unable to access the service due to being locked because of violating the usage rules or using source codes that affect the system locally.
- The service cannot be accessed due to a file system error.
- The service cannot be accessed due to hardware damage (rental space or physical server rental).
- The service cannot be accessed due to the iptables system, firewall, service errors on the server arising during use
* Claims and settlement procedures:
- To claim compensation in cases where we do not meet the commitment, customers please send email to the address:
+ Telegram: @shopvps247
+ Email: [email protected]
* Please note: we only receive complaints via Email: [email protected] and Telegram: @shopvps247 within 7 days from the time of service interruption. Past the above time limit is considered to have expired commitment. We reserve the right to refuse complaints.
1- The subject of the email should clearly state "Request for compensation under SLA commitment"
2- The specific date and time the status is not available.
3- Accounts and IPs of affected services.
4- Logs of errors or screenshots of the time the error occurred (Note: sensitive security information should be erased or replaced with asterisks).
* Claims that do not provide the above information will not be accepted as valid.
- Results of complaints and compensation
- Immediately after receiving the complaint, our support department will consider and resolve it as committed.
- In case of true commitment: Notify the customer and cancel the complaint.
- In case of failure to commit: Refund according to the announced rate to the customer's account on the website https://shopvps247.com.
- We reserve the right to change the SLA without prior notice to the customer. This SLA is effective as of March 25, 2023.
