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Service Level Agreement

Last Updated: 3rd, March 2025
Last Reviewed: 3rd, March 2025

Vyper Hosting Limited provides the following Service Level Agreement (SLA) to our Clients, outlining our commitment to service uptime, support, and our dedication to client success.

This has been accomplished by the following:

  • Monitoring network status
  • Redundant routers and switches

Vyper Hosting Limited guarantees 99.99% uptime for both internet connectivity and electrical power, measured monthly. If internet access or power is disrupted beyond the 99.99% threshold for a cumulative total exceeding 1 hour in a given month, Clients are eligible for a service credit. This credit will be 1.5% of the affected service’s Recurring Monthly Fees for each additional hour of downtime, up to a maximum of 50% of the total Recurring Monthly Fees for that month.

Service credits are calculated in 1-hour increments. This agreement does not cover outages caused by equipment or events under the Client’s control. Additionally, disruptions due to DDoS attacks, scheduled maintenance, or emergency network and facility maintenance (which will be communicated to all Clients in advance) are excluded from this SLA.

For the month in which the problem occurred, credits cannot be greater than 50% of the client’s recurring monthly fees. All credit requests, together with the account name and outage information, must be made through a support ticket within 14 days of the incident. Accounts must be current and not past due at the time of the request in order to be eligible for SLA credits.