Servebolt Terms of Service
Version 2.1, last revision March 30 2021
1.2 The terms set out herein apply to all use of the Servebolt Services, unless otherwise explicitly set out herein, in the Terms or in specific terms related to specific Services or Service plans. This SLA is not applicable for any Free Trials or Beta Services.
1.3 Servebolt’s Clients depend on stability and integrity with respect to access to the Services, and the stability of the Services is a key priority for Servebolt in all operations, such that the Client’s applications/content are allowed to run. This SLA describes what expectations our Clients can have with respect to availability of the Services and error correction in the event of disruption of any Services and other support requests.
2.1 Even though Servebolt cannot guarantee that the Services will be performed error-free or uninterrupted, or that Servebolt will be able to remedy errors or defects that occur in the Services, Servebolt will use reasonable efforts to ensure that all Clients have continued and reliable access to the Services. Consequently, Servebolt will respond to the Client’s service inquiries in accordance with the service levels and routines as described in this SLA.
2.2 The application of this SLA shall be limited to power, network and hosting stack operations performed by Servebolt. It does not apply to operations of the applications installed on the subscribed hosting plan or which are otherwise included in the Service (e.g. WordPress, Magento or similar). The Client shall be solely responsible for, and Servebolt shall not be liable for, any downtime or unavailability that are results of application errors.
2.3 Servebolt undertakes to establish and maintain a service organisation available to assist the Client in a timely and professional manner in the event of unavailability and other errors to the Services.
3.1 Servebolt’s high availability infrastructure is designed for continuous operations, and Servebolt strives to ensure continuous uptime for its network and power services.
3.2 The above notwithstanding, certain situations and circumstances outside of Servebolt’s control may lead to downtime of network and power, such as:
Any downtime incurred as a result of the above mentioned reasons shall not be eligible for any reimbursement or other remedies or claims under this SLA or the Terms.
4.1 Servebolt offers several service levels for the Service. The service levels and available terms, remedies and cost of the service levels (the “Service Levels”), are as follows:
1490 NOK/SEK149 EUR179 USD
3490 NOK/SEK359 EUR399 USD
Reimbursement with uptime < 99,9%
25% of monthly cost for affected Services
Reimbursement with uptime99,7-99,8%
35% of monthly cost for affected Services
Reimbursement with uptime< 99,7%
None for standard plans, 25% of monthly cost for dedicated services
50% of monthly cost for affected Services
he Standard Maintenance Window starts at 23:00 and ends at 08:00 in the time zone of the server/network.
The Nightly Maintenance Window starts at 01:00 and ends at 06:00 in the time zone of the server/network.
5.1 Servebolt monitors servers and hosting stacks for service disruptions on a 24/7/365 basis, and continuously logs data from an external network monitoring service. Servebolt’s IT Operations team normally receives notice of unavailability within 2 minutes.
5.2 Servebolt publishes uptime information for shared services on uptime.servebolt.com
6.1 In addition to other exclusions set out herein or in the Terms, Servebolt shall not be responsible for any failure to meet any obligation under this SLA in any of the following situations:
7.1 In the event where a Client application hosted on Servebolt causes or may cause unavailability or downtime, Servebolt will normally endeavour to issue an instability notice. If an instability notice has been issued, the Client is required to act accordingly and mitigate any risks related thereto, and to prevent any downtime. If an instability notice has been issued and downtime occurs, the Client will not be eligible for reimbursement under terms of this SLA.
8.1 In the event that Servebolt does not meet the requirements set out in this SLA, the Client is eligible to request compensation for downtime. Servebolt will reimburse the Client according to the agreed Service Level for the current month in question.
8.2 To be eligible for reimbursement, the Client is required to file a reimbursement request within 5 business days after the relevant event has occurred 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.
9.1 Servebolt endeavours to respond to the Client’s reporting on service level events according to the following response times:
9.2 The above response times are applicable during normal business hours (0800 to 2200 CET) and outside of holidays, during which responses will be initiated as soon as possible.
9.3 The Client shall always report critical errors and serious failures relevant for Servebolt’s obligations under this SLA so that the Client obtains confirmation that the relevant issue is being investigated by Servebolt. The Client shall endeavour to make clear and evident descriptions of the situation and should thoroughly explain the behaviour of the relevant event and its consequences for the use of the relevant Service.
9.4 Prior to contacting Servebolt regarding any problems, the Client shall investigate for service level related updates on status.servebolt.com. In any events resulting in more than 15 minutes of downtime, Servebolt will post status updates to status.servebolt.com.
9.5 In the event that any service disruption or unavailability is not listed on status.servebolt.com, the Client should contact the Servebolt service desk. The service desk is available through:
10.1 Additional assistance by Servebolt relating to the use of the Services is only provided as a payable service under this SLA. This also includes requests for information or user assistance or training that is not the result of a malfunction or error under Servebolt’s responsibility. In the event that no specific agreement has been established, any and all services requested by the Client will be provided on a time and material basis at Servebolt’s at all times applicable rates.
10.2 Service requests under this section shall be made to the Servebolt service desk via chat or email: [email protected]
11.1 This SLA shall remain in force for the full term of the agreement under which the Client is granted access to the Services and lapses upon the expiry of such agreement.
12. 1 This SLA is governed by the substantive laws of Norway and any and all disputes related to the SLA are subject to the exclusive jurisdiction of Oslo tingrett (municipal court).
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Signed by Erlend Eide
Signed On: March 30, 2021
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Document Name: Servebolt Terms of Service
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