Service Level Agreement
This Service Level Agreement (“SLA”) describes the uptime commitment StoresWiki LLC makes for the VPS Cloud service and the service credits available if we fall short. It forms part of our Terms of Service.
1. Uptime commitment
We target 99.9% monthly availability of the network and virtualization platform that keeps your server reachable. This covers our host infrastructure, network and control plane — the parts we operate.
2. How availability is measured
Availability is measured per calendar month as the percentage of minutes in the month during which your server’s host and network are operational, excluding the exclusions in section 4. Downtime begins when a verifiable outage is detected or reported and ends when service is restored.
3. Service credits
If monthly availability falls below the commitment due to a fault within our control, you may claim a credit against a future invoice:
| Monthly availability | Service credit |
|---|---|
| 99.9% – 99.0% | 10% of the monthly fee |
| 99.0% – 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credits are calculated on the affected server’s monthly fee (for term plans, the equivalent monthly portion) and are the sole and exclusive remedy for downtime.
4. Exclusions
The commitment and credits do not apply to downtime caused by:
- Scheduled maintenance announced in advance, and emergency security maintenance.
- Factors outside our reasonable control (force majeure, upstream network/DNS failures, third-party attacks such as DDoS against you).
- Your own actions or software: misconfiguration, resource exhaustion within your plan, application crashes, or an unpatched operating system.
- Suspension or throttling under the Terms or Acceptable Use Policy (including bandwidth throttling and abuse suspensions).
- Free, trial, or beta services.
5. Claiming a credit
To claim, email support@storeswiki.com within 30 days of the incident with your server hostname and the dates/times (including timezone) of the outage. Approved credits are applied to a future invoice.
6. Backups and your responsibility
We operate platform-level resilience and backups of our infrastructure, but you remain responsible for maintaining your own application- and file-level backups of your server’s data. This SLA covers availability, not the integrity of data you place on your VPS.
7. Contact
Email support@storeswiki.com or call +39 3513762924.