Service level agreement
The goal of DataPacket's SLA is to give you a piece of mind, that your servers will always stay up and running, connected and problem-free. It is included with all of our Dedicated Servers for free.
Network uptime
We perform ongoing monitoring of our network with the sole purpose to keep both public and private internet always operational. Check out our network structure in detail.
Power uptime
In case of any power issues, we will work efficiently to overcome them. In case, we are unable to uphold our SLA, we will compensate you in form of credit.
Support over e-mail, phone and Slack
Our support technicians are there to help you 24/7. Whenever you require their assistance, they will provide it.
First response to support ticket
We will usually respond to your support tickets within 15–30 minutes. The maximum waiting time will never go over 90 minutes of receiving the ticket in our system.
Credit compensation
| Uptime | <99.99% | <99.9% | <99% | ||||
|---|---|---|---|---|---|---|---|
| Uptime | Network | <99.99% | 3% credit back | <99.9% | 5% credit back | <99% | 10% credit back |
| Uptime | Power | <99.99% | <99.9% | 5% credit back | <99% | 10% credit back |
Planned maintenances of up to 30 minutes per month do not diminish the SLA allowance. Maximum compensation is limited up to the amount of 1 monthly payment.
Guaranteed response times
| Replacement | Europe | US | Asia | ||||
|---|---|---|---|---|---|---|---|
| Replacement | Hardware component | Europe | 4 hours | US | 6 hours | Asia | 8 hours |
| Replacement | Server | Europe | 3 hours | US | 4 hours | Asia | 4 hours |
Check out data centers we provide in those regions