This Service Level Agreement (SLA) describes the level of availability Elyon commits to provide to its clients for hosting and infrastructure services. This document is an integral part of Elyon's Terms and Conditions.
1. SLA Scope
This SLA applies to the infrastructure and connectivity operated by Elyon, including:
- Network availability
- Server access
- Physical and virtual infrastructure managed by Elyon
This SLA does not cover software installed by the client, custom configurations, or applications directly managed by the user.
2. Availability Guarantee
Elyon guarantees a minimum monthly network availability of:
99.9% monthly uptime
This guarantee applies to network connectivity and access to services provided by Elyon.
3. Downtime Calculation
Downtime is considered when the contracted service is inaccessible due to failures directly attributable to infrastructure managed by Elyon.
Downtime is calculated from the moment Elyon confirms the incident until full service restoration.
4. SLA Exclusions
Downtime will not include interruptions caused by:
- Previously announced scheduled maintenance
- Emergency maintenance required to protect infrastructure
- DDoS attacks or other external attacks
- Issues caused by client configurations
- Software installed or managed by the client
- Misuse or abuse of the service
- Failures in third-party services or providers
- Connectivity issues outside Elyon's network
- Force majeure events (natural disasters, widespread power outages, etc.)
5. Compensation for SLA Breach
If monthly availability falls below 99.9%, the client may request service credits under the following scheme:
| Monthly availability | Applicable credit |
|---|---|
| 99.0% ? 99.89% | 5% of monthly service value |
| 98.0% ? 98.99% | 10% of monthly service value |
| 95.0% ? 97.99% | 25% of monthly service value |
| Below 95% | up to 50% of monthly service value |
Credits:
- Apply only to future invoices.
- Are not transferable or redeemable for cash.
6. Credit Request Process
To request credits for SLA breach, the client must:
- Open a support ticket.
- Provide incident details.
- Submit the request within 7 days after the incident.
Requests submitted outside this period may not be considered.
7. Compensation Limit
Total compensation granted in one billing period may not exceed 100% of the monthly value of the affected service.
8. Service Monitoring
Elyon uses internal monitoring systems to supervise infrastructure availability.
Elyon's monitoring records will be used as the primary reference to determine availability incidents.
9. SLA Modifications
Elyon reserves the right to modify this SLA when necessary to improve service quality and stability.
Modifications become effective once published through Elyon's official channels.