Service Level Agreement (SLA)

1. Preamble

This Service Level Agreement (hereinafter "SLA") defines the service standards, commitments, and respective responsibilities between DeluxHost (owned by Matteo Martelloni, sole proprietorship, VAT IT17734661006) and its customers, in relation to the hosting services provided. This SLA is an integral part of the Terms of Service (ToS) and is integrated with the Fair Use Policy and the Privacy Policy. In the event of a conflict between this SLA and the ToS, the Terms of Service shall prevail. Use of DeluxHost services constitutes full acceptance of this SLA.

2. Scope of Application

This SLA applies to the following services provided by DeluxHost:

• Game server hosting, including DDoS protection.
• VPS (Virtual Private Server).
• VDS (Virtual Dedicated Server).
• Dedicated Servers.

2. Exclusions from scope

This SLA does not apply to:

• Services in beta testing, free trial, or promotions explicitly identified as "without SLA guarantee".
• Services suspended due to non-payment, violation of the FUP or ToS, or by order of an authority.
• Software components, applications, or configurations installed or managed by the customer.

3. Definitions

For the purposes of this SLA:

• Availability (Uptime): the percentage of time, calculated monthly, during which the service is reachable and operational.
• Downtime: the period during which the service does not respond to valid network requests (ICMP / TCP on service ports) for more than 2 consecutive minutes, excluding the causes indicated in Section 9.
• Reference Month: calendar month (from the 1st to the last day of the month).
• Monthly Service Cost: the price of the individual service affected by downtime, prorated monthly in case of annual, semi-annual, or quarterly payments.
• Service Credit: credit granted to the customer in the event of failure to meet the availability commitment, applied as a discount on the next renewal of the affected service.

4.1 Availability Commitment

DeluxHost commits to ensuring a monthly availability of 99.9% on the services listed in Section 2. For deal servers (Deals section), the 99.9% availability is calculated on an annual basis rather than monthly.

4.2 Uptime Calculation

Uptime % = ((Total minutes in the month − Computable Downtime minutes) ÷ Total minutes in the month) × 100. For deal servers: Uptime % = ((Total minutes in the year − Computable Downtime minutes) ÷ Total minutes in the year) × 100.

4.3 Calculation per Individual Service

Uptime is calculated separately for each active service on the customer's account. A downtime of a single VPS does not apply as an SLA violation to other active services.

5. Service Credit (Compensation for Downtime)

In the event of failure to meet the 99.9% availability commitment, the customer is entitled to request a service credit:

• ≥ 99.9%: No credit (SLA met)
• ≥ 99.5% and < 99.9%: 5% of the monthly service cost
• ≥ 95.0% and < 99.5%: 10% of the monthly service cost
• < 95.0%: 20% of the monthly service cost

5.1 Credit Delivery

The service credit is granted as a discount on the next renewal of the affected service. Cash refunds to the original payment method are not provided.

5.2 Maximum Cap

The maximum service credit for a single reference month may not exceed 20% of the monthly service cost, even in the presence of particularly prolonged downtime.

5.3 Non-Cumulation

The service credit under this SLA may not be combined with other forms of compensation, promotional discounts, or refunds for the same service during the same period.

6.1 Scheduled Maintenance

DeluxHost performs scheduled maintenance for security updates, infrastructure improvements, hardware replacements, and optimizations. Such interventions are communicated with at least 12 hours' notice via email and/or the customer area, are typically scheduled during low-traffic windows (nighttime, CEST timezone), and are not included in the downtime calculation for SLA purposes.

6.2 Emergency Maintenance

In the presence of critical security vulnerabilities, urgent hardware failures, or events that put the integrity of the infrastructure at risk, DeluxHost reserves the right to carry out emergency interventions with reduced or no prior notice. Such interventions are not included in the downtime calculation for SLA purposes.

7. DDoS Mitigation

DeluxHost includes best-effort DDoS protection in its infrastructure. Limitations expressly acknowledged by the customer:

• No DDoS mitigation system can guarantee complete protection against any type or volume of attack.
• In the presence of attacks exceeding available mitigation capacity, DeluxHost may apply nullrouting (temporary suspension of traffic to the attacked IP) to preserve the stability of other services.
• DeluxHost is not responsible for data loss, service interruptions, or other damages resulting from DDoS attacks or other external actions beyond its control.
• Periods of unavailability caused by DDoS attacks exceeding mitigation capacity are not included in the uptime calculation for SLA purposes.

8.1 Request Deadline

The service credit request must be submitted within 30 calendar days from the end of the reference month in which the downtime occurred. Requests submitted after this deadline will not be accepted.

8.2 Request Method

The request must be submitted via ticket from the customer area or via email to support@deluxhost.net, and must include:

• Identifier of the affected service (hostname, service ID, or IP).
• Date and time (with timezone) of the start and end of the detected downtime.
• Any supporting documentation: monitoring logs, screenshots, output from external detection tools (e.g. UptimeRobot, Pingdom, StatusCake).

8.3 Verification and Response

DeluxHost verifies the request by comparing the customer's evidence with its internal logs and datacenter data, and communicates the outcome within 30 days of receiving the request. If accepted, the service credit is automatically applied to the next renewal. If rejected, a technical explanation is provided.

8.4 Eligibility Requirements

To be eligible for the service credit, the customer must:

• Have their account in good standing with payments at the time of the request.
• Not be in violation of the ToS, FUP, or other DeluxHost policies.
• Not have been the direct or indirect cause of the downtime (e.g. attacks originating from their service, misconfigurations, active exploit).

9. Exclusions from Downtime Calculation

The following periods and causes are not included in the downtime calculation for SLA purposes:

• Scheduled maintenance (Section 6.1) and emergency maintenance (Section 6.2).
• DDoS attacks that exceed mitigation capacity (Section 7).
• Problems caused by software, applications, or configurations of the customer.
• FUP or ToS violations that led to suspensions or interventions.
• Non-payment or administrative suspensions.
• Problems on the customer's network or on the network path between the customer and the DeluxHost infrastructure.
• Requests or orders from judicial, public security, or administrative authorities.
• Requests or actions of upstream datacenters or network providers in the event of violations of their policies.
• Force majeure events (Section 10).

10. Force Majeure

DeluxHost is not responsible for failure to comply with this SLA due to force majeure causes, including but not limited to:

• Natural disasters (earthquakes, floods, fires).
• War, acts of terrorism, civil unrest.
• Pandemics, public health emergencies.
• Prolonged interruptions to power supply or connectivity at a regional or national level.
• Large-scale cyberattacks on upstream infrastructure.
• Acts, orders, or restrictions of governmental authorities.
• Equipment or line failures managed by third-party providers (telco, peering, transit) beyond DeluxHost's control.

11. Limitation of Liability

DeluxHost is not responsible for:

• Interruptions or downtime caused by the customer's actions or by third-party systems not managed by DeluxHost.
• Data loss due to failure to perform external backups, customer software malfunctions, or misconfigurations.
• Economic losses, lost revenue, loss of customers, loss of business opportunities, or other indirect, incidental, or consequential damages arising from service unavailability.
• Damages resulting from DDoS attacks or other external actions.
• Damages resulting from force majeure events (Section 10).
• Maximum liability cap: except in cases of willful misconduct or gross negligence, DeluxHost's total liability is limited to the equivalent of one month's cost of the affected service, calculated on the last invoiced monthly fee.

12. Customer Obligations

To benefit from the commitments provided by this SLA, the customer agrees to:

• Use the services in compliance with the Fair Use Policy, Terms of Service, and applicable regulations.
• Adequately protect their access credentials, enabling two-factor authentication where available.
• Regularly perform external backups of their data.
• Promptly report to support any technical issues encountered.
• Keep the contact information registered on the account up to date.

13. Changes to the SLA

DeluxHost reserves the right to modify this SLA to reflect changes in services, infrastructure, regulations, or market conditions. Material changes are communicated with at least 30 days' notice via email and/or the customer area. Use of the services after the changes take effect constitutes acceptance of those changes.

14. Related Documents

This SLA is integrated with the other contractual and informational documents of DeluxHost:

• Data Processing Agreement (DPA) — available upon request for business customers

• Terms of Service (ToS)
• Fair Use Policy
• Privacy Policy
• Cookie Policy

15. Contacts

For any questions, clarifications, or requests regarding this SLA:

• General support and service credit requests: support@deluxhost.net
• Abuse reports: abuse@deluxhost.net
• Privacy requests: privacy@deluxhost.net
• Certified email (PEC): deluxhost@mypec.eu