1.1 Service Level Agreement (SLA): This Service Level Agreement of Servervy B.V..
1.2 Agreement: The agreements, recorded in a written record, by email, fax, through the order forms on the websites of and/or oral agreements enabling Service to the customer and for which the present Terms and Conditions apply.
1.3 Service(s): Services as further detailed on Servervy websites and/or in a Concluded Agreement between Servervy and the Customer such as for Domain Hosting, Virtual Private Servers and Dedicated servers.
1.4 Maintenance: Maintenance activities on Servervy server rooms, network and server(s).
1.5 The Customer(s): Any (legal) person(s) that has an agreement with and/or purchased services from Servervy.
1.6 Network: The equipment and wiring that are being used to set up an internet connection in the server rooms of Servervy for the servers of Servervy and its customer(s).
1.7 Servervy: Servervy located in Amsterdam, registered under file number 90757564 at the Chamber of Commerce in Amsterdam with VAT number NL865442708B01.
1.8 Servervy Server spaces: One of the spaces where Servervy will provide its services to the Customer(s).
1.9 Status page:
1.10 Average repair time: The time that is required to isolate and solve issues/reports of the customers.
1.11 Working day(s) From Monday to Friday. Office hours are from 9.00 to 18.00 [CET/CEST]. Public holidays in the Netherlands are not included.
1.12 Response time: Period of time between registration of failure at Servervy and the actual start of the activities behalf of the customer to solve the failure.
1.13 DDoS attack: Overloading and/or limiting the connection of one or more networks, systems, or applications thereon, by using multiple computers to access the network, system or application excessively.

Availability and Uptime

Our services are 24 hours, and 7 days a week available. During the duration of this agreement we will ensure that the availability of our network and power facilities in our server rooms will be 100%¹. The time of the failure and the time to solve the failure determine the eventual uptime guarantee of the availability. The availability will be measured monthly.

¹ Our scheduled maintenances, maintenances of our suppliers and factors beyond our control (such as DDoS attacks) are not included.

Discounts when the guaranteed uptime is not achieved:

When the guaranteed uptime is not achieved, the customer will receive a discount once only on the monthly costs of the following products/services: VPS and Dedicated Servers.

Within office hours
100% – Guaranteed (no fees)
99.90% – 10%
99.80% – 20%
99.70% – 30%
99.60% – 40%
99.50% – 50%
99.40% – 60%
99.30% – 70%
99.20% – 80%
99.10% – 90%
Less than 99.00% the entire amount of the monthly payment will be refunded.

Discount entitlement

If there are network issues on our end, discounts will be applied when you open a ticket within 5 working days.

Scheduled Maintenance

When there are any urgent activities that cannot be executed within the weekly maintenance it will be communicated in advance on the Status page of Servervy. Maintenance of suppliers where we have no control over are not included. However, we do have very strict agreements regarding the notification of the activities. Once the maintenance activities are known we will communicate this on our Status page.

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