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Service Level Agreement (SLA)

This Service Level Agreement ("SLA") defines the level of service you can expect from Buildservers in connection with the provision of physical servers delivered digitally (i.e., hosted or remotely provisioned). This SLA is incorporated into our Terms and Conditions and applies to all customers unless otherwise agreed.

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1. Service Commitment

We are committed to providing a high-performance and reliable server infrastructure. This SLA outlines our delivery commitments, uptime guarantees, and support response expectations.

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2. Server Delivery Time

  • Standard server provisioning will be completed within 24 hours of confirmed payment.

  • If delivery is delayed due to custom configurations or hardware availability, we will notify you with an updated timeline.

 

3. Uptime Guarantee

We guarantee 99.7% network uptime on a monthly basis.

This includes:

  • Power availability in the datacenter

  • Network connectivity from our servers to the public internet

  • Hardware uptime excluding customer-caused incidents

    • Exclusions (not counted toward downtime):

  • Scheduled maintenance (with at least 24h notice)

  • Issues caused by third-party software or user misconfiguration

  • Force majeure events (natural disasters, legal orders, etc.)

 

4. Performance Assurance

All servers are provisioned according to the agreed specifications (e.g. CPU, RAM, bandwidth). If your server does not meet the specified performance, and the issue cannot be resolved within a reasonable time, you may be eligible for a refund as per our Refund Policy.

 

5. Support Response Times

We aim to respond to all support tickets within:

  • Critical issues (e.g. downtime): Within 2 hours

  • Standard issues or requests: Within 12 business hours

Support is available via [support email or portal] during business hours, with critical monitoring 24/7.

 

6. Compensation for SLA Violations

If we fail to meet our uptime commitment, you may be eligible for service credit based on the following:

Monthly UptimeCredit Issued

< 99.7% 10% credit

< 99.0% 25% credit

< 95.0% 100% credit

  • Credits are calculated based on the affected server's monthly fee.

  • Credits do not apply in cases where downtime is caused by Acceptable Use Policy (AUP) violations or force majeure.

 

7. Requesting SLA Credits

To request SLA credits, submit a ticket within 7 days of the incident, including:

  • A description of the issue

  • Affected server ID or order number

  • Time and duration of the outage or performance degradation

 

8. Limitation of Liability

This SLA outlines your sole remedy for service interruption or underperformance. It does not replace or extend any other legal warranties.

 

9. Changes to SLA

We reserve the right to amend this SLA at any time. Significant changes will be communicated in advance.

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