SLA
Service Level Agreement
Technical Support
SERVER1 provides ticket-based technical support for items covered under our Tiers of Support at no extra cost.
Beyond this, SERVER1 does not provide support for custom scripts, third-party software, or development work of any kind, nor for services held with third-party providers.
Business Hours
We are available 24/7/365 to serve our global clientele.
Live Chat: 24/7/365
Ticket Support: 24/7/365
Billing Support: Monday–Friday during business hours (local time)
Note: Exact holiday calendars do not affect technical support availability.
Response Time
Our teams respond to tickets as quickly as possible and in the order received. Priority may be adjusted for verified service-affecting incidents.
Uptime Guarantee
SERVER1 promises a 99.9999% network & power uptime. This equates to no more than ~31.6 seconds of downtime per year.
If our network or power experiences downtime beyond this, SERVER1 will provide account credit upon request (via support ticket) for the cost of the full day(s) affected by that downtime.
Exclusions: SSLs, domain registrations, software licenses are not covered by this network/power uptime guarantee.
Conditions
Account credit under this SLA applies only to downtime directly related to connectivity to our network and power. Credits or compensation are not issued for interruptions caused by:
Scheduled or emergency maintenance windows
ISP failures, routing issues, DDoS upstream filtering, or any third-party blocking connectivity
Customer default configurations or configurations made by/on behalf of the account owner
Actions requested or performed by the account owner (including but not limited to reboots, reinstalls, migrations, firewall changes)
Suspensions/terminations resulting from non-payment, Terms of Service violations, or suspected fraud
Application, operating system, or control panel faults not caused by SERVER1’s network/power
Third-party software, code, scripts, or content installed on our services (customer responsibility)
This uptime guarantee applies strictly to the ability to connect to and access our network. Only the inability to do so qualifies as “downtime” under this SLA.
How to Claim Credit
Open a ticket within 7 days of the incident, selecting Billing or SLA/Uptime.
Include: affected service ID/hostname, timestamps (UTC), traceroute/ping or monitoring logs if available.
Our team will verify the outage against internal monitoring and, if eligible, apply credit equal to the cost of the affected full day(s).
Credits are issued as service credits toward future invoices and have no cash value. Credits cannot exceed the monthly recurring charge of the affected service for the billing period in which the outage occurred.
Definitions
Downtime (SLA): Loss of external connectivity to SERVER1’s network or loss of datacenter power affecting your service, as confirmed by SERVER1 monitoring.
Scheduled Maintenance: Planned work announced in advance via status page, email, or client portal notices. Scheduled maintenance is excluded.
Emergency Maintenance: Unplanned but necessary actions to preserve stability/security; excluded from SLA.
Your Responsibilities
Keep contact, billing, and abuse/security emails up to date.
Maintain valid payment method(s) to avoid suspension.
Secure your systems (updates, patches, passwords, 2FA) and back up critical data according to your RPO/RTO.
Related
Tiers of Support & Scope
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