Service Level Agreement

VK Hosting is committed to delivering reliable, high-availability hosting services. This SLA outlines our network uptime guarantee, the conditions under which service credits apply, and our support response commitments for all active dedicated server clients.

We guarantee a monthly network uptime of 99.99% for all dedicated server plans. Network uptime is defined as the availability of power, network connectivity and cooling infrastructure at our datacenter facilities.

Uptime is measured monthly from the first to the last day of each calendar month. Scheduled maintenance windows are excluded from uptime calculations.

The following table illustrates the allowable downtime per month:

• 99.99% uptime: up to 4 minutes 23 seconds of downtime per month
• 99.95% uptime: up to 21 minutes 54 seconds of downtime per month
• 99.9% uptime: up to 43 minutes 49 seconds of downtime per month

If our monthly network uptime falls below 99.99%, eligible clients may request a service credit calculated as a percentage of the monthly service fee, as follows:

• Between 99.95% and 99.99%: 10% service credit
• Between 99.9% and 99.95%: 25% service credit
• Below 99.9%: 50% service credit

Service credits are applied to the client’s next invoice and are not refundable as cash. The maximum service credit issued in any billing month shall not exceed 50% of the monthly service fee.

To request a service credit, the client must:

• Submit a claim through a support ticket within 7 days of the end of the month in which the downtime occurred.
• Include the server IP address, affected service and approximate times of the outage.
• Allow our team up to 14 days to investigate and verify the claim using our internal monitoring data.

Service credits are only issued for verified downtime that falls within the scope of this SLA. Claims that cannot be substantiated by our monitoring systems will be denied with an explanation.

This SLA does not apply to downtime or service issues caused by:

• Scheduled maintenance announced at least 48 hours in advance.
• Client misconfiguration, software errors or incompatible applications.
• Client-initiated reboots, OS reinstalls or administrative actions.
• Network or power outages upstream of our datacenter providers.
• Force majeure events including natural disasters, war, terrorism and government actions.
• DDoS attacks directed at the client’s server (mitigation is included, but extreme attacks may cause brief degradation).
• Issues arising from client violation of our Acceptable Use Policy.
• Failures of third-party services, software or networks not under our control.

We commit to the following first-response times based on ticket priority:

• Critical (server offline): average response within 15 minutes, 24/7.
• High (severe degradation): average response within 30 minutes, 24/7.
• Medium (partial issue): average response within 2 hours during business hours.
• Low (general inquiry): average response within 4 hours during business hours.

Response times are targets based on historical averages and are not guaranteed maximums. Business hours are 9:00 AM to 6:00 PM in the datacenter’s local time zone, except for Critical and High priority tickets which are handled 24/7.

We perform scheduled maintenance to keep our infrastructure secure and up-to-date. Whenever possible, maintenance is scheduled during low-traffic windows (typically 12:00 AM to 4:00 AM local datacenter time).

Clients are notified at least 48 hours in advance of any maintenance expected to impact service availability. Emergency maintenance required to address critical security vulnerabilities or imminent failures may be performed with shorter notice.

Our network and infrastructure are monitored 24/7 by our Network Operations Center (NOC). In the event of a confirmed outage affecting your services, we will work to restore service as quickly as possible and provide updates through the support ticketing system.

Clients are encouraged to monitor their own services and report issues promptly through support tickets for the fastest resolution.

In the event of downtime, our team will use commercially reasonable efforts to restore affected services. Remediation may include failover to redundant systems, hardware replacement or network rerouting. Resolution times depend on the nature and severity of the issue.

We may update this SLA periodically. Any changes that reduce uptime commitments or service credit percentages will be communicated to clients via email at least 30 days before taking effect.

For SLA-related questions or to submit a service credit claim, contact:

• Email: support@vkhosting.com
• Support Portal: https://vkhosting.com/ca/clientarea.php