Service Level Agreement

SLA at a Glance

• VPS and GPU VPS: 99.9% monthly infrastructure availability, included with every service.
• Dedicated, Bare Metal and GPU Dedicated Servers: 99.9% monthly network and power availability, included with every service. Necessary repair or replacement of failed hardware that PerLod supplies is included, with no charge for the part or the technician work.
• Service Credit: 10%, 25% or 50% of the Eligible Monthly Fee, depending on how far availability fell below 99.9%.
• How to request it: open a support ticket in the PerLod Client Area within 30 days after the end of the month in which the outage happened.
• Where it goes: to the customer’s PerLod Wallet. It can pay PerLod invoices and buy PerLod services. It cannot be withdrawn or returned to a card, bank account or crypto wallet.

This summary does not replace the detailed terms below.

Definitions

• Service: An active, billable PerLod service listed in Section 1.
• Month: A calendar month in Coordinated Universal Time (UTC).
• Eligible Time: The time in a Month during which the Service was active and billable, less Excluded Time.
• Downtime: Verified time during which a failure covered by Section 2 or Section 3.1 made the Service unavailable at the infrastructure level. Overlapping outages are counted once.
• Excluded Time: Time excluded under Section 6.
• Eligible Monthly Fee: The amount defined in Section 5.2.
• Service Credit: A non-cash credit to the customer’s PerLod Wallet issued under this SLA.
• PerLod Wallet: The customer’s PerLod account balance.
• Business Day: A day on which PerLod’s support, billing and refund operations ordinarily operate, excluding weekends and public holidays.

1. Covered Services

This SLA applies at no extra charge to the following services at every PerLod location:

• VPS services, including GPU VPS;
• Dedicated Servers and Bare Metal servers, including GPU Dedicated Servers.

It applies to new and existing services from the effective date of this version. It does not apply to any earlier period and does not compensate outages that happened before that date. Domains and services not listed above are not covered.

A separately signed agreement between PerLod and a customer may set different commitments for a service. Where it does, the signed agreement prevails for that service.

2. VPS Commitment

PerLod commits that each VPS service will have at least 99.9% Monthly Availability of the infrastructure PerLod controls: the physical host, the virtualization layer, and the network and power infrastructure that PerLod or its suppliers operate to deliver the service.

This commitment does not cover the operating system inside the VPS, the ability to log in, websites, applications, game servers, databases, firewall rules the customer manages, customer code, the completeness of backups or the recovery of customer data.

The customer does not need to install a monitoring agent or run any monitoring to be eligible.

3. Dedicated Server Commitment

3.1 Network and power

PerLod commits that each Dedicated, Bare Metal or GPU Dedicated Server will have at least 99.9% Monthly Availability of the network path and port that PerLod or its suppliers operate up to the server, and of the facility power delivered to it.

This is not an uptime commitment for the server’s processors, memory, disks or RAID, for any hypervisor or operating system the customer installs, or for applications or data.

3.2 Hardware repair

When a component of the hardware PerLod supplies for the service fails, PerLod diagnoses the fault and repairs or replaces the component. PerLod does not charge for the necessary part or the necessary technician work. Work the customer asks for beyond fixing the fault may be quoted and charged separately.

PerLod moves a customer to an equivalent server only with the customer’s consent, especially where disks or other data-bearing components are involved.

This SLA sets no fixed time for completing a repair or restoring the server. A hardware failure on its own, while network and power are delivered normally, does not create a Service Credit. PerLod may, at its discretion, offer a goodwill credit for a long or repeated hardware failure. A goodwill credit is not an entitlement under this SLA.

4. How Availability Is Calculated

Availability is measured separately for each Service, for each Month:

Monthly Availability (%) = 100 × (Eligible Time − Downtime) ÷ Eligible Time

PerLod determines when Downtime started and ended from its infrastructure, network and power records, the record of which server the Service was assigned to at the time, supplier incident records and evidence the customer provides. A failed ping from a single public location does not on its own prove an outage.

If PerLod’s own records for a period are missing, PerLod does not treat that as proof that no outage happened. It reviews the customer’s evidence and any other available records instead.

Example: a VPS with an Eligible Monthly Fee of USD 40 has 3 hours of verified Downtime in a 30-day Month with no Excluded Time. Its Monthly Availability is 99.5833%, so the Service Credit is 10%, or USD 4.00.

5. Service Credits

5.1 Credit table

• 99.9% or more: no Service Credit.
• At least 99.0% and below 99.9%: 10% of the Eligible Monthly Fee.
• At least 95.0% and below 99.0%: 25% of the Eligible Monthly Fee.
• Below 95.0%: 50% of the Eligible Monthly Fee.

Monthly Availability of exactly 99.9% earns no Service Credit.

5.2 Eligible Monthly Fee

The Eligible Monthly Fee is the recurring charge actually paid for the affected Service for that Month, after discounts and proration. It includes upgrades to the Service’s own resources, such as processors, memory or disk. It excludes taxes, setup fees, software and license charges, extra IP addresses, domains, backups and other add-ons that are not part of the Service’s own resources. For a service billed for more than one month at a time, the fee is converted to its monthly equivalent.

5.3 Limits

• Service Credits for one Service in one Month never exceed 50% of its Eligible Monthly Fee, however many incidents occurred.
• The same Downtime or the same incident is credited only once. Where one incident could qualify under more than one rule, only the higher Service Credit applies.

5.4 Using a Service Credit

Approved Service Credits are added to the customer’s PerLod Wallet. They can be used to pay any PerLod invoice or to buy PerLod services, including domains and add-ons. They do not expire, and they remain on the account after the Service that earned them is cancelled.

Service Credits are not cash. They cannot be withdrawn, transferred to another account, or returned to a card, bank account, payment provider or crypto wallet, and they are not a refund of any payment.

6. Exclusions

6.1 Announced maintenance

Maintenance is Excluded Time when PerLod notifies the affected customers by email or in the PerLod Client Area before the work starts. The notice states the affected location or services, the planned start, the estimated duration and the expected impact. There is no minimum notice period.

If the same announced work takes longer than estimated, the whole duration of that work is excluded, provided PerLod gives updates while it continues and the extra time is caused by the same work.

A failure unrelated to the announced work is not excluded, even during or near a maintenance window. An outage without a notice given before it started is not maintenance under this SLA and counts as Downtime. PerLod does not reclassify an unannounced outage as maintenance afterwards.

6.2 Attacks

Disruption directly caused by a verified distributed denial-of-service (DDoS) attack, or by mitigation necessary to stop one, is Excluded Time only to the extent the evidence shows that the attack caused it. A failure of PerLod’s own equipment, configuration or capacity is never treated as an attack.

6.3 Customer actions and other causes

The following are Excluded Time to the extent they caused the unavailability:

• the customer’s operating system, applications, configuration, code or firewall rules;
• actions the customer takes or requests, such as shutting down, rebooting, reinstalling or migrating the service;
• lawful suspension of the service under the Terms of Service or the Acceptable Use Policy;
• problems with the customer’s own internet connection, or with networks between the customer and PerLod’s infrastructure that neither PerLod nor its suppliers operate;
• events beyond PerLod’s reasonable control, such as natural disasters, war or civil unrest. A supplier’s failure is not on its own such an event;
• restrictions required by law or by a competent authority.

6.4 Supplier failures are not excluded

PerLod is responsible to the customer under this SLA. A failure at a data center, network carrier or other supplier that PerLod uses is not excluded merely because a supplier caused it. It is assessed under the same rules as any other failure within Section 2 or Section 3.1.

7. Requesting a Service Credit

Open a support ticket in the PerLod Client Area within 30 days after the end of the Month in which the Downtime occurred. Include:

• the affected service;
• the approximate start and end of the outage;
• any evidence you have, such as monitoring results or error messages (optional).

Reporting the outage while it happens helps, but is not required, provided the request is made in time and the facts can be verified. PerLod does not ask customers for evidence that only PerLod can reasonably obtain. A request made after the deadline is not eligible.

8. Review, Decision and Appeal

PerLod checks the account, the service and the deadline, investigates the cause and duration of the outage, and calculates any Service Credit. The customer receives a decision that names the service and the Month, summarizes the evidence, and states the Service Credit amount or the reason for refusal. Where the evidence is incomplete, PerLod may ask for more information rather than refuse the request.

PerLod aims to:

• decide each request within 10 Business Days;
• add an approved Service Credit to the Wallet within 1 Business Day after approval.

These are targets, not commitments, and missing them does not create a further credit.

A customer who disagrees with a decision may appeal by support ticket within 14 calendar days after the decision. A different member of staff reviews the appeal.

9. Changes to This SLA

PerLod may publish new versions of this SLA. Each version shows its version number and date. An outage is assessed under the version in effect when it happened. A new version does not change a decision already made and does not apply to earlier outages.