Service Level Agreement (SLA)

This Service Level Agreement (hereinafter referred to as “SLA”) defines the guaranteed level of availability of 3v-Hosting services, the procedure for calculating downtime, and the compensation mechanism.

The SLA applies to virtual servers (VPS) and dedicated servers (Dedicated) provided by 3v-Hosting and is effective from the moment the service is activated.

This document is a supplement to the Terms of Service (TOS) and is applied in conjunction with them.

3v-Hosting guarantees the following service availability levels during a calendar month:

• For VPS — 99.98% availability.
• For Dedicated Servers — 99.99% availability.

Availability is calculated as the percentage of time during which the server remains accessible via the Internet.

The calculation period is one calendar month.

The downtime is determined based on external monitoring data, including ICMP (ping) and HTTP/HTTPS requests from independent network points. The downtime begins when network availability is confirmed to be unavailable and ends when the connection is restored.

Availability calculation formula: (Total time in the month − Confirmed downtime) ÷ Total time in the month × 100%.

Downtime is not taken into account when calculating the SLA if it is caused by:

• scheduled technical work;
• actions of the customer or their software;
• DDoS attacks and other actions of third parties;
• violations of the terms of service;
• blocks caused by abuse activity;
• force majeure circumstances;
• actions of upstream providers or international telecommunications operators.

The provider is not responsible for downtime caused by events beyond its reasonable control.

If the actual level of service availability during a calendar month is lower than the guaranteed level, the customer has the right to submit a request for compensation.

Compensation shall be provided in the form of an extension of the service term for a period equal to one full calendar day for each day when the downtime exceeded the above threshold.

No cash payments shall be made.

To receive compensation, the customer must open a ticket via the customer panel within 7 calendar days after the end of the billing period.

The request must contain a description of the incident and the time frame of the estimated unavailability.

The provider reviews SLA requests within 5 business days and notifies the customer of the decision.

The SLA applies exclusively to the network availability of the server. This agreement does not apply to software performance, the correct operation of client applications, or problems caused by operating system settings.

The SLA does not apply in cases where the service is suspended due to a violation of the terms of service by the client.

3v-Hosting reserves the right to change the terms of this SLA. The current version is published on the website and comes into effect from the moment of publication.