Service Level Agreement
This Service Level Agreement ("SLA") defines the uptime guarantees, support commitments, hardware replacement timelines, and credit compensation provided by Packet25 ("Supplier") to the Customer as part of Packet25's Dedicated Server Services ("Services").
This SLA forms part of, and is governed by, the Packet25 Terms of Service and any applicable Service Orders.
1. Availability Commitments
Packet25 guarantees the following monthly service availability:
Network Uptime:
99.9% monthly uptime guarantee.
Power Uptime:
99.9% monthly uptime guarantee.
Support Availability:
- Support is available 24/7 via email, ticket system, and live chat.
- Response times shall not exceed 90 minutes from ticket creation.
Maintenance Exclusions:
Scheduled or emergency maintenance — announced at least 24 hours in advance — is excluded from uptime calculations.
2. Hardware Replacement Commitment
Packet25 guarantees the following hardware replacement timelines for all servers:
Hardware Component:
4 hours
Entire Server:
3 hours
Custom / Non-Standard Hardware
For servers using custom, customer-provided, or non-standard components, the "Entire Server" replacement timeline does not apply.
In such cases:
- Replacement or repair is performed on a best-effort basis.
- Timing depends on parts availability.
- Packet25 will wait for written confirmation from the Customer before proceeding.
- Packet25 may offer a temporary standard replacement server (if available).
- If accepted, the standard Entire Server timeline applies to the temporary server only.
Examples of custom or non-standard components include, but are not limited to:
- Non-stock NICs or RAID controllers
- Special storage arrays
- GPUs or accelerators not kept as standard inventory
- Non-standard CPU or RAM configurations
- Any configuration deviating from Packet25's published standard SKUs
3. SLA Credit Compensation
If Network or Power Uptime falls below the guaranteed 99.9%, the Customer may request a service credit based on the scale below:
Network Uptime Credits
| Uptime | Credit |
|---|---|
| < 99.9% | 3% credit |
| < 99% | 5% credit |
| < 98% | 10% credit |
Power Uptime Credits
| Uptime | Credit |
|---|---|
| < 99.9% | 3% credit |
| < 99% | 5% credit |
| < 98% | 10% credit |
Notes:
- Credits apply to the base monthly service fee of the affected server.
- Add-on services (e.g., storage, backup, monitoring) are excluded.
4. Credit Claim Process
To request SLA credits, the Customer must:
- Submit a written claim to support@packet25.com
- OR submit a claim via the client panel.
Claims must be submitted no later than the last day of the month in which the SLA breach occurred.
Total credit compensation is capped at 100% of the monthly fee.
Packet25 may grant credits automatically where feasible.
5. General Provisions
- This SLA applies automatically to all Dedicated Servers provided by Packet25.
- Packet25 may amend this SLA at any time, with notice provided via email or public posting.
- If changes materially affect the Customer's use of the service, the Customer may terminate their agreement within 30 days of the change.
- Continued use of the Services after changes constitutes acceptance of the updated SLA.
Last updated: 20.11.2025