Service Level Agreement (SLA)


Coverage; Definitions

This Service Level Agreement covers the following products: Premium OpenVZ VPS or dedicated server offered by Gestion DBI explicitely and mentionned on product description.
To be eligible to the protection, your account must be in good standing. The term “Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the Customer’s Services are available for access from the internet, as measured by the Company.

Our goal

Our goal is to achieve 100% availability, but unfortunately we aren't perfect and invulnerable to system failures, but we are ready in case of any problems.


If the Availability of Customer’s Services is less than 99.95%, we will issue a credit to Customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Availability Credit Percentage

  • 99.95% to 100% = 0%
  • 99.80% to 99.95% = 5%
  • 99.00% to 99.80% = 10%
  • 95.00% to 99.00% = 25%
  • 90.00% to 95.00% = 50%
  • 89.99% or below = 100%


Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Availability caused by or associated with:

  • Circumstances beyond Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, denial of service attacks, hackers, viruses, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts), or inability to obtain raw materials or supplies used in or equipment needed for provision of this SLA;
  • Scheduled maintenance and emergency maintenance and upgrades;
  • DNS issues outside the direct control of Company;
  • Issues with FTP, POP, IMAP, or SMTP customer access;
  • False SLA breaches reported as a result of outages or errors of any Company measurement system;
  • Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc), any negligence, willful misconduct, or use of the Services in breach of Company’s Terms and Conditions and Acceptable Use Policy;
  • E-mail or webmail delivery and transmission;
  • DNS(Domain Name Server) Propagation;
  • Outages elsewhere on the Internet that hinder access to your account. Company is not responsible for browser or DNS caching that may make Customer’s Services appear inaccessible when others can still access it. Company will guarantee only those areas considered under the control of Company: Company server links to the Internet, Company’s routers, and Company’s servers;
  • Failures of server hardware or Datacenter network/hardware.

Credit Request and Payment Procedures

To receive a credit for a breach of this SLA, the Customer must make a request by submitting a support ticket at The ticket MUST include the domain name of the Customer’s account, the Customer’s account number, the date & time(s) of breach of the SLA, and the ticket must be submitted by an authorized contact on the account. Requests for credit must be properly submitted according to these terms and received by Company within ten (10) business days after the breach occured. If the breach is confirmed by Company, credits will be applied within two billing cycles after Company’s validation of the Customer’s credit request. Credits are not refundable and can be used only towards future billing charges.

Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total fees paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by Company and are Customer’s sole and exclusive remedy with respect to any failure or deficiency in the Availability of Customer’s Services.

Was this article helpful?
Dislike0 Like0

Views: 6429