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Service level agreement

The goal of DataPacket’s SLA is to give you a peace 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.

99.99%

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.

99.99%

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.

24/7

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.

Sales team working in DataPacket’s offices
90 minutes

First response to support request

We will usually respond to your support requests within 15–30 minutes. The maximum waiting time will never go over 90 minutes of receiving the request in our system. You can submit your request via our client panel.

Credit compensation

Uptime
Network
<99.99%
3% credit back
<99.9%
5% credit back
<99%
10% credit back
Uptime
Power
<99.99%
3% credit back
<99.9%
5% credit back
<99%
10% credit back

Planned maintenances do not diminish the SLA allowance. Maximum compensation is limited up to the amount of 1 monthly payment.


Guaranteed response times

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 datacenters we provide in those regions

Do you have more questions?

Contact support