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Service Level Agreement (SLA)

1. Introduction
This document constitutes the Service Level Agreement (SLA) for DeluxHost’s hosting solutions. It establishes the standards, commitments, and mutual responsibilities between DeluxHost and its clients regarding game server hosting, VPS services, and related offerings.

2. Scope of Services
This SLA applies to the following services provided by DeluxHost:

  • Hosting for game servers, including protection against DDoS attacks.
  • Hosting solutions for Virtual Private Servers (VPS).
  • Hosting options for Virtual Dedicated Servers (VDS) and Dedicated Servers.

3. Service Availability Commitment
DeluxHost is committed to ensuring 99.9% service availability on a monthly basis across all hosting solutions. This uptime guarantee excludes scheduled maintenance, for which clients will be notified at least 12 hours in advance, and emergency maintenance undertaken to address critical issues or security concerns.

Compensation for Downtime
If DeluxHost fails to meet the 99.9% uptime standard, customers may be eligible for compensation in the form of service credits, as detailed below:

  • Uptime below 99.9%: Up to 5% credit of the monthly subscription cost.
  • Uptime below 99.5%: Up to 10% credit of the monthly subscription cost.
  • Uptime below 95.0%: Up to 20% credit of the monthly subscription cost.

4. DDoS Mitigation
DeluxHost provides advanced protection against Distributed Denial of Service (DDoS) attacks as part of its hosting services. While every effort is made to shield clients from disruptions, no protection is entirely invulnerable. In the event of an attack exceeding our mitigation capacity, DeluxHost will work diligently to restore service and mitigate further impacts.

DeluxHost is not responsible for any data loss, service interruptions, or damages caused by DDoS attacks or other external actions beyond its control.

5. Client Obligations
Clients agree to the following responsibilities:

  • Use DeluxHost services in accordance with our Acceptable Use Policy (AUP).
  • Protect their account credentials, data, and other sensitive information.
  • Promptly notify DeluxHost of any technical issues to enable timely resolution.

6. Limitation of Liability
DeluxHost will not be held liable for:

  • Service interruptions or downtime caused by client actions or third-party systems.
  • Data loss resulting from client mishandling or failure to maintain adequate backups.
  • Financial losses stemming from service unavailability.
  • Indirect, incidental, or consequential damages of any kind.

7. Modifications to the SLA
DeluxHost reserves the right to revise this SLA to reflect changes in services or policies. Any updates will be communicated to clients via email or announcements on our website, with a minimum notice period of 30 days before implementation.

By using DeluxHost services, clients accept the terms outlined in this SLA.

Last Updated: 18/01/2025