To ensure that customers are provided a service level consistent with the high expectations of both BudgetVM and our customers, we have the following Service Level Agreement (SLA) covering service interruptions related to network, power, and hardware.
BudgetVM will provide each VPS and dedicated server client 100% uninterrupted transit to the Internet and 100% uninterrupted electrical power to each dedicated server. In the event that BudgetVM fails to provide 100% uptime to do so, customers are eligible to receive an account credit proportionate to the amount of time that the affected service was inaccessible.
SLA credits will be awarded as follows:
Credits are awarded on a per service basis, meaning each billing service is considered a unique SLA credit and awarded accordingly. The service interruption accrued by an individual server is considered independent of that accrued by another server and, as such, credited independent of any other interrupted services.
BudgetVM provides unmanaged services. As a result, we do not actively monitor downtime of individual devices, and as such, BudgetVM will not be held liable for unreported downtime in situations where the downtime is isolated to a single customer. In the event that the customer takes longer than one hour to report downtime, the customer forfeits the SLA credit for time prior to one hour before submitting the ticket.
BudgetVM guarantees to replace failed hardware components in regularly stocked dedicated servers at no cost to the client within a four hours of diagnosis by the BudgetVM staff. In the event BudgetVM does not replace the failed hardware within four hours of the time we diagnose the problem to be the hardware, we will credit your account for five days of service, calculated based on the cost of the monthly recurring fees directly related to the interrupted service.
No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within five days of the incident and after the incident is completed or no further service interruption is expected due to the incident. All requests for credits must be made by submitting a billing ticket.