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Service Level Agreement

Our 99.9% uptime commitment — and what you get back when we don't meet it.

1. Scope

This Service Level Agreement (“SLA”) applies to all shared hosting, cloud server and bare metal services provided by NetVO LTD. It forms part of our Terms of Service.

2. Uptime Commitment

We guarantee 99.9% network and infrastructure availability per calendar month. Availability is measured at the network edge of the data center hosting your service.

3. Service Credits

If monthly availability falls below 99.9%, you may request a credit on the affected service's next invoice:

Monthly Availability Credit (of monthly fee)
99.0% – 99.89%10%
98.0% – 98.99%25%
95.0% – 97.99%50%
Below 95.0%100%

Credits are capped at 100% of the monthly fee for the affected service and are issued as account credit, not cash refunds.

4. Claim Process

  • Open a support ticket within 14 days of the incident;
  • Include the affected service, timestamps and any relevant diagnostics;
  • We verify claims against our monitoring systems and respond within 5 business days.

5. Exclusions

The following are excluded from availability calculations:

  • Scheduled maintenance announced at least 24 hours in advance;
  • Emergency maintenance required to protect platform security or integrity;
  • Issues caused by customer software, configuration or actions;
  • Suspensions resulting from violations of our Terms of Service or non-payment;
  • Force majeure events beyond our reasonable control;
  • Attacks mitigated by our DDoS protection where the service remains reachable.

6. Support Response Targets

Priority First Response Target
Critical — service down1 hour
High — degraded performance4 hours
Normal — general questions12 hours

Support is available 24/7/365 via the ticket system. Real-time platform health is published on the network status page.