Welcome to Valor Servers's Service Level Agreement (SLA), designed to outline the commitments and expectations we uphold in delivering reliable and quality services to our valued customers. This SLA outlines service availability, support levels, response times, incident handling, maintenance, exclusions, and compensation terms. It is important to note that while we strive to provide exceptional service, this SLA serves as a framework for guiding our efforts and should not be construed as a legally binding contract. No rights can be derived from this SLA, and Valor Servers reserves the right to modify it as needed to improve our services.
This Service Level Agreement (SLA) applies to the services provided by Valor Servers to its customers. The objective of this SLA is to ensure the appropriate delivery of services, set clear expectations for service quality, and define the responsibilities of both Valor Servers and its customers. This SLA covers the following aspects of service delivery:
This SLA is applicable to all customers who subscribe to services offered by Valor Servers and operates in conjunction with our Terms & Conditions.
Valor Servers is committed to providing a reliable and stable service. We guarantee an uptime of 99.9% for our services on a monthly basis. Uptime is calculated as the percentage of total time in a calendar month that services are available to customers, excluding any planned maintenance or exclusions as outlined in Article 5 of our Terms & Conditions.
In the event that we do not meet the uptime guarantee, customers may be eligible for compensation as detailed in Article 6.
Basic Support
Standard Support
Premium Support
Response times begin once an issue is reported through the designated support channels provided by Valor Servers.
Incidents are categorized based on their severity, and response and resolution times are adjusted accordingly.
Minor Incident: Service degradation or isolated issues affecting a single customer.
Major Incident: Significant degradation in service affecting multiple customers.
Critical Incident: Total service outage affecting all customers.
Incident resolution times begin once the issue is confirmed by Valor Servers’s support team.
Regular maintenance is required to ensure the stability, security, and optimal performance of our services. Valor Servers will notify customers of planned maintenance at least 48 hours in advance.
This Service Level Agreement does not apply to disruptions or outages that are beyond the control of Valor Servers, including but not limited to:
For more detailed information on exclusions, refer to Article 5 of our Terms & Conditions, which always takes precedence.
If Valor Servers does not meet the agreed-upon uptime guarantee, eligible customers may qualify for compensation in the form of service credits.
For further details on compensation, please refer to Article 4 in our Terms & Conditions.