SERVICE LEVEL AGREEMENT
By using services rendered by ByteHosting, you automatically agree to our Service Level Agreement (herein referred to as “SLA”), including all the clauses listed within it. If you do not agree, you must cease use of the service immediately.
By continuing to use our service, you represent and warrant that you either i) are above the age of thirteen (“13”) or ii) have written parental consent that can be submitted to ByteHosting, upon request, verifying the fact that parental consent exists for you to continue use of our service.
This service level agreement is effective as of 19 August 2022 and was last updated on 27 February 2022.
We guarantee 99% uptime network availability to all our services. Should we fail to supply a service which violates this agreement for 2 consecutive hours, the affected service will be covered by the SLA. Our physical machines have the capacity to always supply the service for all applicable services. If such physical machines are unable to maintain this agreement for 2 consecutive hours, the affected service will be covered by the SLA. We can guarantee protection against most types of Denial of Service (DoS/DDoS) attacks.
SCOPE OF THE SLA
Our clients will be compensated as per the terms set out below.
To apply for service compensation, you must create a 'Service Level Agreement claim' via a support ticket on our billing area from the appropriate client account. We do not accept claims from a client account not associated with the affected service. Such a ticket must be submitted within one week (seven days) of the start of the incident that led to the outage.
All SLA claims will be investigated by our team, who will assess whether the SLA claim is compliant with the terms of this agreement. The decision to uphold the claim is at the sole discretion of ByteHosting, and any claims we believe to be fraudulent will be immediately rejected. We reserve the right to deny SLA claims if we believe that the client has purposefully attempted to cause a service disruption to claim against this policy.
The SLA is only valid for direct clients. We cannot be held liable for downtime caused by any reseller of our services. We may choose, without prejudice, to compensate for outages that fall outside of this policy.
LIMITATIONS OF THE SLA
Our SLA does not apply to the following circumstances which lead to service interruptions.
To support our service, we may occasionally carry out maintenance on our service that results in temporary downtime. We will, however, announce all planned maintenance via an email, on our Discord server, and on our website in easily accessible locations, but will not compensate clients for such downtime.
We will not compensate clients for interruptions or outages not caused by ByteHosting, such as the client installing third-party files, software, or custom scripts, nor will we compensate clients should they exceed the allocated resources dedicated to their service which then leads to interruptions or outages.