Service Level Agreement (SLA) Disclosure
Through this SLA disclosure, we guarantee that the service you are using will maintain an uptime of 99.99% or higher.
SLA Details:
Definition of Downtime: The maximum number of minutes in which the service is unavailable without a connection to the virtualization layer, calculated cumulatively within a calendar month. Downtime does not include Planned Downtime.
Definition of Planned Downtime: Intervals of downtime related to network, hardware maintenance, service upgrades, or activities required by government agencies. We will notify customers at least three (3) days in advance, or 48 hours in emergency cases, before proceeding with such activities.
Quality Commitment Values:
- Monthly uptime rate for virtual servers: 99.9% or higher.
Quality Commitment Content:
In cases where the monthly uptime rate of the virtual server drops below 99.9%, we will deduct a proportional amount, as specified below, from the service fee for the affected month:
Service Fee Compensation Commitment:
| Monthly Uptime Rate | Downtime Duration | Compensation Rate |
|---|---|---|
| 99.9% to 100% | Up to 43 minutes | 0% |
| 99% to less than 99.9% | Up to 430 minutes | 30% |
| 90% to less than 99% | Up to 4,300 minutes | 50% |
| Less than 90% | Over 4,300 minutes | 100% |
Service Exceptions:
The service will not be considered disrupted in the following scenarios:
- Inaccessibility caused by customer-side connection issues or DNS errors.
- Inaccessibility due to user errors or misconfigurations.
- Inaccessibility due to user network service issues, operating system errors, viruses, spyware, etc.
- Service suspension due to violations of usage policies or the use of scripts impacting the system.
- Service inaccessibility caused by file system errors.
- Inaccessibility due to hardware damage (colocation or physical server rental cases).
- Inaccessibility caused by iptables, firewall configurations, or service errors arising during usage.
Compensation Requests and Resolution Procedures:
To request compensation in cases where we fail to meet our commitments, customers should email [email protected].
Note: Complaints are only accepted via the email address [email protected] within 7 days of the downtime event. Claims beyond this period are considered invalid. We reserve the right to reject claims.
Required Email Information:
- Subject line: “Compensation Request per SLA Commitment.”
- Specific date and time of the downtime.
- Affected service account and IP address(es).
- Error logs or screenshots at the time of the issue (Note: Sensitive information must be blurred or replaced with asterisks).
Requests lacking the above information will be deemed invalid.
Complaint Resolution and Compensation:
Upon receiving the complaint, our support team will review and resolve it per the SLA terms.
- If SLA is met: Notification will be sent to the customer, and the complaint will be dismissed.
- If SLA is breached: Compensation will be credited to the customer’s account on the website https://kvocloud.com. Refunds from compensation can only be used to renew or register for new services and cannot be transferred, sold, or withdrawn.
We reserve the right to change this SLA without prior notice to customers. This SLA is effective from June 30, 2023.