Service Level Agreement (SLA)
Uptime guarantees and service commitments
1. 99.9% Uptime Commitment
Dior Host guarantees 99.9% server uptime and 99.95% network availability for all services, measured monthly. Actual performance consistently exceeds these guarantees, with 99.99% uptime across all datacenters.
Server Uptime
99.9%
Guaranteed monthly uptime
Network Availability
99.95%
Network path availability
Uptime is calculated as: (Total minutes - Downtime minutes) / Total minutes × 100%. Scheduled maintenance with 48 hours' notice is excluded from uptime calculations.
2. Network Availability
We guarantee 99.95% network availability, measured at the datacenter edge routers. Network availability includes:
- Redundant network paths to multiple upstream providers
- BGP routing with automatic failover
- DDoS protection and filtering (up to our capacity limits)
- Peering at NL-IX, AMS-IX, DE-CIX, and RO-IX
- 150+ Gbps total network capacity
Network downtime is measured as the inability to route traffic to/from your service due to infrastructure failures, excluding DDoS attacks beyond our filtering capacity.
3. Hardware Replacement Times
| Hardware Component | Replacement Time | Notes |
|---|---|---|
| Storage (SSD/NVMe) | ≤ 4 hours | Hot-swappable, redundant storage available |
| RAM Modules | ≤ 4 hours | ECC RAM with error detection |
| Network Interface | ≤ 2 hours | Redundant network interfaces |
| Power Supply Unit | ≤ 1 hour | Redundant PSUs, automatic failover |
| Motherboard/CPU | ≤ 8 hours | Full server replacement if needed |
Replacement times are measured from the moment hardware failure is confirmed until service is restored. Times may be extended during force majeure events or if replacement parts are unavailable.
4. Support Response Times
Our 24/7 NOC (Network Operations Center) provides support with the following response time guarantees:
| Ticket Priority | Response Time | Description |
|---|---|---|
| Critical | ≤ 1 hour | Service completely down, data loss, security breach |
| High | ≤ 4 hours | Significant performance degradation, partial service outage |
| Medium | ≤ 24 hours | Minor issues, configuration questions, general inquiries |
| Low | ≤ 48 hours | Feature requests, billing questions, non-urgent matters |
Response time is measured from ticket submission until first human response. Response times apply during business hours (24/7 for critical issues, business days for low/medium priority).
5. Service Credits & Compensation
If uptime falls below our guarantees, service credits are automatically applied to your account:
| Monthly Uptime | Service Credit | Calculation |
|---|---|---|
| 99.0% - 99.9% | 10% | 10% of monthly service fee |
| 98.0% - 99.0% | 25% | 25% of monthly service fee |
| < 98.0% | 50% | 50% of monthly service fee |
Credit Application
- Credits are automatically calculated and applied at the end of each billing month
- Credits are applied to the next billing cycle
- Credits cannot be exchanged for cash refunds
- Maximum credit per month: 50% of monthly service fee
- Credits are calculated based on the affected service only
6. Ticket Escalation Ladder
If your issue is not resolved within the guaranteed response time, tickets are automatically escalated:
Level 1: Initial Response
NOC engineer responds within guaranteed time
Level 2: Escalation (if unresolved)
Senior engineer review within 2 hours of Level 1 response
Level 3: Management Escalation
Technical management review within 4 hours of Level 2
Level 4: Executive Escalation
Executive team review for critical unresolved issues
7. Monitoring & Incidents
7.1. Monitoring
We continuously monitor:
- Server uptime and availability (ping, HTTP checks)
- Network connectivity and latency
- Resource usage (CPU, RAM, disk, bandwidth)
- Hardware health (SMART status, temperature, power)
- Security events and intrusion attempts
7.2. Incident Response
When incidents are detected:
- Automated alerts notify NOC engineers immediately
- Engineers investigate and diagnose the issue
- Affected customers are notified via email and ticket system
- Resolution is implemented and verified
- Post-incident report is generated for major incidents
7.3. Incident Communication
For incidents affecting multiple customers or lasting more than 15 minutes, we provide status updates via email and our status page. Updates are sent at: incident start, every 30 minutes during incident, and at resolution.
8. SLA Exclusions
The following events are excluded from SLA calculations and do not qualify for service credits:
- Scheduled maintenance: Maintenance with 48 hours' advance notice (typically < 4 hours per month)
- Client actions: Service interruptions caused by client configuration, software, or actions
- Third-party services: Issues with Cloudflare, payment processors, or other third-party services
- DDoS attacks: Attacks exceeding our DDoS filtering capacity (we filter up to our capacity limits)
- Force majeure: Natural disasters, war, government actions, or other force majeure events
- Abuse-related suspensions: Service suspensions due to abuse violations or prohibited activities
- Non-payment: Service suspensions due to payment failures or account closure
9. Claiming Service Credits
Service credits are automatically calculated and applied. No manual claim is required. Credits appear in your account within 5 business days after the end of the billing month.
If you believe you are entitled to credits that were not automatically applied, contact support with:
- Service ID and affected time period
- Evidence of downtime (logs, screenshots, monitoring data)
- Description of the incident
We review credit requests within 7 business days and apply credits if verified.