Service Level Agreement
The purpose of this agreement is to provide the basis for the quality and service level provided from Servebolt to the Client.
Company Registration No:
Company Name: Servebolt ASOffice Address: Tollbugt 49, 3044 DrammenCountry: NorwayCompany Registration No: 914 823 900 MVARepresented By: CEO Erlend Eide
This agreement is limited to power, network and hosting stack operations. It does not include operations of the application installed on the subscribed hosting plan (i.e. WordPress, Magento or similar).
This SLA shall ensure and provide a stable infrastructure, which allows the Client’s Application to run, unless there is something wrong with the Application. The Client is at all times responsible for the Application, and any application errors that may incur “downtime” or “unavailability” as a result of Application error, is not covered by this SLA.
Servebolt’s high availability infrastructure is designed for continuous operations and is guaranteed an uptime of 100%. The guarantee assures that all routing devices within our network are reachable from the internet 100% of the time.
Many possible situations are completely beyond the control of Servebolt and are therefore not in the scope of this SLA. These situations include:
Servebolts Standard SLA is valid for all invoiced hosting plans and dedicated services. A higher service level can be agreed upon, according to the following terms:
1490 NOK/SEK149 EUR179 USD
3490 NOK/SEK359 EUR399 USD
Reimbursement with uptime < 99,9%
25% of monthly cost
Reimbursement with uptime99,7-99,8%
35% of monthly cost
Reimbursement with uptime< 99,7%
N/A for standard plans25% of monthly cost for dedicated services
50% of monthly cost
The standard Maintenance window starts 23:00 and ends 08:00 in the server/network’s given time zone.The nightly Maintenance window starts 01:00 and ends 06:00 in the server/network’s given time zone.
In the event where a Client application hosted on Servebolt causes or may cause unavailability or downtime, Servebolt will issue an instability notice. If an instability notice has been issued the Client is required to act accordingly to mitigate the risk, and to prevent any downtime. In the situation where an instability notice is issued and downtime occurs, the Client will not be eligible for reimbursement under the terms of this agreement.
In the event that Servebolt does not meet this SLA, the Servebolt Client will become eligible to request a compensation for downtime. Servebolt will reimburse clients according to the agreed Service Level for the current month in question.
The Client is required to file a reimbursement request within 5 business days of the event to [email protected]. The uptime will be calculated at the end of the period based on data from Servebolt’s network external uptime monitoring services.
Servebolt monitors servers and hosting stack for service disruptions 24/7/365 and logs availability data from an external network. Servebolt’s IT Operations team gets notifications after 2 minutes of unavailability.
Servebolt publishes uptime information for shared services on pingdom.servebolt.com.
The Client shall receive responses according to the following table. Critical and serious failures should always be reported so that you have confirmation from Servebolt that the issue is being investigated.
Servebolt will respond to Service Requests within normal business hours.
Prior to contacting Servebolt, status.servebolt.com should be checked for updates. In case of events causing more than 15 minutes of downtime, Servebolt will post status updates to status.servebolt.com.
The Client should contact the Servebolt Service Desk to report any kind of service disruption or unavailability, unless it is already listed on status.servebolt.com.
The service desk is contactable through:
Leave this empty:
If you have questions about the contents of this document, you can email the document owner.
Document Name: Service Level Agreement
Agree & Sign