Service Level Agreement (SLA)

Version: 1.0 · Effective: [DATE] · Provider: [COMPANY NAME] Service: jezahost cloud servers (VPS / IaaS) — cloud.jezahost.com

This document sets out the measurable commitments of the service. Billing, cancellation and acceptable-use rules live in the «Terms of Service»; in case of conflict, this document prevails only on service-level matters.

1. Scope

Covered: availability of the virtual server (VM), of the hypervisor and storage layer, network connectivity, availability of the control panel (cloud.jezahost.com), and the backup service.

Not covered:

everything inside the VM: operating system, software, configuration, data
customer-caused issues (wrong firewall rule, full disk, wrong restore, lost password, exhausted resources)
the customer's external services (domain, third-party DNS, external APIs)
scheduled maintenance (see §4)
force majeure: natural disaster, power or transit provider outage, decisions of state authorities, large-scale DDoS attacks

2. Availability commitment

Monthly availability: 99.5%

That allows a maximum of about 3 hours 36 minutes of unplanned downtime in a 30-day month (~3 h 43 m in a 31-day month, ~3 h 22 m in February).

Measurement rules:

measured per service — downtime of one VM is not attributed to another
downtime is determined from our monitoring records; the customer may submit their own measurements and, in case of a discrepancy, records are reviewed jointly
interruptions shorter than 5 minutes are not accumulated
events listed as «not covered» in §1 are not added to downtime

3. Compensation

If the commitment is missed, compensation is issued as account credit. No cash refunds are made.

| Actual monthly availability | Credit (of that service's monthly fee) | |---|---| | 99.0% – 99.49% | 10% | | 95.0% – 98.99% | 25% | | below 95.0% | 50% |

Rules:

compensation is not automatic — the customer must open a support ticket within 15 days of the incident
the maximum compensation for one service in one month is 100% of that service's monthly fee
credit is applied automatically to future invoices
no compensation is due for services that are overdue or suspended

4. Scheduled maintenance

maintenance is normally carried out at weekends
announced at least 72 hours in advance by e-mail and/or panel notice
scheduled maintenance is excluded from the availability calculation
for urgent security work (critical vulnerability, active attack) the notice period may be shortened; such cases are explained to customers afterwards

5. Support

channel: support tickets inside the portal
tickets are accepted and answered in order during working hours
there is currently no 24/7 on-call support: replies may be delayed at night and at weekends

🔴 This section deliberately states no fixed response-time commitment. Rather than promising what we cannot yet keep, we describe the real situation. Response targets (for example 4 hours for critical incidents) will be added and the version raised once the team grows.

Information about major incidents (mass outages) is published in the panel and by e-mail without waiting for customer tickets.

6. Backups and restore

| Parameter | Value | |---|---| | Backup frequency | at least once per day (automatic) | | Retention | last 7 days | | Restore | performed by the customer from the panel | | Daily restore limit | 3 per service | | Effect of a restore | disk content returns to the backup date |

Important conditions:

All data created after the backup date is lost and cannot be recovered.
If a restore reduces disk size to the size stored in the backup, the paid capacity is restored automatically at no extra charge. Expanding the file system inside the VM is the customer's responsibility.
The backup service does not replace the customer's own backups. Critical data must additionally be backed up by the customer.
Backups exist for disaster recovery; extraction of individual files is not guaranteed.
In practice backups may be taken more often; this document states the minimum commitment.

7. Resources and changes

Upgrades (CPU, RAM, disk, additional volumes) are available at any time and are applied after payment.
Disks cannot be shrunk. This is a technical limitation — shrinking risks file-system corruption.
Removing an additional volume takes effect at the end of the current billing period; the customer keeps what they paid for.
Changing the billing cycle (monthly ↔ yearly) takes effect from the next invoice; the period already paid for is not affected.
Static IP addresses and port-forwarding rules are managed from the panel; the number of rules is limited to 50 per service.

8. Billing, suspension and termination

| Event | Timing | |---|---| | Invoice generated | 7 days before expiry | | Suspension for non-payment | 2 days after expiry | | Termination for non-payment | 14 days after expiry |

Data of a suspended service is retained until termination; after termination data and backups are deleted.
No mid-term refunds — the period already paid for remains the customer's.
Leaving a yearly term early is possible as an exception: the time used is then charged at the normal monthly rate (that is, the annual discount is reversed) and the remainder is issued as account credit.

9. Customer responsibilities

paying invoices on time
security inside the VM: updates, passwords, firewall
keeping independent backups of critical data
not using the service for unlawful purposes or in ways that harm the network (details in the «Terms of Service»)
keeping contact details up to date — maintenance and critical notices are sent to that address

10. Limitation of liability

The provider's liability is limited to the credit compensation described in this document. Indirect damages (lost revenue, business interruption, third-party claims, damages resulting from data loss) are not covered.

11. Changes to this document

This document may be updated. Changes that reduce commitments are announced at least 30 days in advance by e-mail; a customer who does not accept them may cancel the service at the end of the period within that time. The version number is raised with every change.

To be completed (after the company is registered)

[COMPANY NAME] — legal name, tax ID, registered address
[DATE] — effective date
official contact e-mail and the formal name of the support channel