This Service Level Agreement (“SLA”) defines the service standards, availability commitments, and support responsibilities provided by Ukraine Server Hosting to its customers. This SLA applies to all server hosting services unless otherwise stated in a separate written agreement.
1. Service Availability (Uptime Guarantee)
Ukraine Server Hosting guarantees 99.9% network uptime on a monthly basis. This uptime commitment covers core network infrastructure, power, and connectivity within our data centers.
Uptime exclusions include:
- Scheduled maintenance with prior notice
- Customer-caused issues or misconfigurations
- Force majeure events (natural disasters, war-related disruptions, government actions)
- Third-party service failures beyond our control
2. Network & Infrastructure Reliability
Our infrastructure is built with redundant power systems, network links, and enterprise-grade hardware to ensure high performance and stability. Continuous monitoring is in place to detect and resolve issues proactively.
3. Support & Response Time
Ukraine Server Hosting provides 24/7 technical support through ticketing and email channels.
| Issue Priority | Response Time |
|---|---|
| Critical (Server down) | Within 30–60 minutes |
| High (Performance issues) | Within 2 hours |
| Medium (Configuration help) | Within 6 hours |
| Low (General inquiries) | Within 24 hours |
Response time refers to the initial acknowledgment, not resolution time.
4. Maintenance & Downtime Notifications
Scheduled maintenance is performed to ensure service quality and security. Customers will be notified in advance via email or dashboard notifications. Maintenance windows are planned to minimize service impact.
5. Hardware Replacement Policy
In the event of hardware failure:
- Faulty components are diagnosed promptly
- Hardware replacement is initiated as soon as possible
- Critical components are replaced on priority to restore service quickly
6. Data Security & Responsibility
Ukraine Server Hosting maintains secure data center facilities and network protection measures. Customers are responsible for:
- Data backups
- Application-level security
- Compliance with local laws and regulations
Optional backup and security services may be available upon request.
7. SLA Credits
If uptime falls below the guaranteed level, eligible customers may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 5% credit |
| 98.0% – 98.99% | 10% credit |
| Below 98.0% | 20% credit |
Credits are applied to future invoices and must be requested within 7 days of the affected period.
8. Acceptable Use Policy
All services are subject to our Acceptable Use Policy (AUP). Activities involving spam, malware, illegal content, or abuse of network resources are strictly prohibited.
9. Force Majeure
Ukraine Server Hosting shall not be held liable for service interruptions caused by events beyond reasonable control, including but not limited to natural disasters, war, civil unrest, or government restrictions.
10. SLA Modifications
Ukraine Server Hosting reserves the right to update or modify this SLA with prior notice. Continued use of services constitutes acceptance of the updated terms.