Service Level Agreement - VCCLHosting

Use of the VCCL Services is also monitor by the Service Agreement policies , which are incorporated into this Agreement by reference. By using the VCCL Services, you also agree to the terms of the following policies. Additional terms may also apply to certain Services.

Service Level Agreement

To ensure that customers receive a service level consistent with the high expectations of both VCCLHosting and our clients, we present the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.

1. 99.9% Uptime on Power and Network

VCCLHosting guarantees each VPS and dedicated server client 99.9% uninterrupted access to the Internet and 99.9% uninterrupted electrical power to each dedicated server. If VCCLHosting fails to maintain 99.9% uptime, customers are eligible for an account credit proportionate to the downtime period of the affected service.

2. SLA credits are awarded as follows:
2.1 Should service interruption exceed the specified threshold, a 5% credit will be awarded to the client for each one-hour period of cumulative downtime for that service. Credits are issued on a per-service basis, meaning each billing service is awarded a unique SLA credit. Service interruptions affecting one server are credited independently from others.

Note: VCCLHosting provides unmanaged services and does not actively monitor individual device downtime. Consequently, VCCLHosting will not be liable for unreported downtime isolated to a single customer. If the customer delays reporting downtime by more than one hour, they forfeit the SLA credit for any time prior to one hour before the ticket submission.

3. Four-Hour Hardware Replacement SLA

VCCLHosting commits to replacing failed hardware components in regularly stocked dedicated servers at no cost to the client within four hours of diagnosis by the VCCLHosting staff. If VCCLHosting fails to replace the hardware within this timeframe, the account will be credited with five days of service, based on the monthly recurring fees directly related to the interrupted service.

4. Receiving SLA Credits

No account credit will be issued without a SLA credit request from the client. All credit requests must be made within five days of the incident and only after the incident has been resolved. Requests for credits must be submitted as a billing ticket.

5. Additional Conditions

SLA credits shall not exceed 100% of the monthly recurring fees associated with the credited service.

6. Exclusions:

Service interruptions caused by client-controlled equipment or events, DoS/DDoS attacks, or scheduled/emergency maintenance do not qualify for credits. Billing-related service interruptions are only eligible for SLA credits if due to human error by a VCCLHosting representative, not due to automated systems (e.g., PayPal subscriptions, Payment Issues). Misconfiguration or mismanagement by the customer, such as incorrect network configurations, does not qualify for SLA credits. During the downtime only active plans are applicable for the credit. Overdue invoices are not applicable for it/