1. Introduction
This Service Level Agreement (“SLA”) outlines the service commitments, performance standards, responsibilities, and remedies associated with the hosting services provided by BestUKVPS (“Provider”, “we”, “us”, “our”) to you (“Customer”, “you”).
This SLA forms an integral part of our Terms of Service and governs your use of all hosting solutions offered through our platform.
2. Scope of Services
This SLA applies to the following services offered by BestUKVPS:
- VPS Hosting (UK & Global Locations)
- Dedicated Servers
- Cloud Hosting Solutions
- Shared Web Hosting
- Backup and Storage Services
Any services not explicitly mentioned above are excluded from this SLA.
3. Service Availability (Uptime Guarantee)
BestUKVPS guarantees 99.9% uptime for all covered services on a monthly basis, excluding scheduled maintenance periods.
Uptime is defined as the total time the service remains operational and accessible within a given calendar month.
Downtime exclusions include:
- Scheduled maintenance with prior notification
- Issues outside our infrastructure or control
- Force majeure events (natural disasters, etc.)
- Customer-side misconfigurations or security breaches
4. Performance Metrics & Monitoring
We continuously monitor our infrastructure to ensure optimal performance and SLA compliance. Key performance indicators (KPIs) include:
- Monthly uptime percentage
- Network availability and stability
- Server response time and accessibility
Customers may access performance insights via dashboards or request reports through support.
5. Support Response & Resolution Times
BestUKVPS provides structured support based on incident priority:
| Priority | Incident Type | Response Time | Resolution Target |
|---|---|---|---|
| P1 | Critical Outage | < 1 hour | Immediate / ASAP |
| P2 | Major Impact | < 4 hours | Within 8 hours |
| P3 | Minor Issue | < 12 hours | Within 24 hours |
| P4 | General Inquiry | < 24 hours | Within 3 business days |
Support is available via ticket system, email, and control panel helpdesk. Response times may vary depending on your hosting plan.
6. Remedies & Service Credits
If BestUKVPS fails to meet the guaranteed uptime in any given month, customers may be eligible for service credits.
| Monthly Uptime | Service Credit |
|---|---|
| ≥ 99.0% and < 99.9% | 5% |
| ≥ 95.0% and < 99.0% | 10% |
| < 95.0% | 20% |
How to Claim:
Customers must submit a support ticket within 30 days after the affected month.
- Credits are applied to future invoices
- Credits are non-transferable and not redeemable for cash
7. Customer Responsibilities
Customers are responsible for:
- Complying with our Acceptable Use Policy
- Reporting issues promptly via official support channels
- Providing accurate technical details during troubleshooting
- Maintaining proper server configuration and security
Failure to meet these responsibilities may result in delays or ineligibility for SLA credits.
8. Exclusions & Limitations
This SLA does not apply to issues arising from:
- Scheduled maintenance
- Third-party services or integrations
- Customer-initiated changes or configurations
- External network disruptions beyond our control
9. SLA Modifications
BestUKVPS reserves the right to update or modify this SLA at any time.
Changes become effective upon publication on our website. Continued use of services constitutes acceptance of the updated SLA.
10. Termination
If service levels consistently fail to meet SLA standards and no resolution is agreed upon, either party may request a formal review or termination in accordance with the Terms of Service.