LEGAL INFO

Introduction

Scarlet Hosting LLC ("Scarlet Hosting") is committed to delivering high-quality hosting services with exceptional uptime and reliability. This Service Level Agreement (SLA) outlines our promise to you, the client, regarding the standards of service you can expect from us and the compensation we provide if we fail to meet these standards.

SLA Coverage

This SLA applies to all services offered by Scarlet Hosting, including but not limited to, web hosting, VPS hosting, dedicated servers, and Minecraft server hosting.

Guarantees

Network Uptime: We guarantee 99.9% network uptime for all our services. If network availability drops below this level for more than 10 consecutive minutes, the affected service will be covered by our SLA.

Hardware Performance: We guarantee that our physical servers will be operational and capable of delivering the contracted services at all times. Hardware issues affecting service for more than 10 consecutive minutes will be covered by our SLA.

DDoS Protection: We guarantee effective mitigation against DDoS attacks. Should our DDoS protection fail to mitigate an attack within 10 minutes, the affected service will be covered by our SLA.

SLA Limitations

The guarantees provided under this SLA do not apply in the following situations:

Planned Maintenance: We will notify clients in advance of any planned maintenance that may result in temporary downtime.

Software-Related Issues: Interruptions caused by software errors or failures are beyond the scope of this SLA.

Client-Induced Downtime: Downtime resulting from actions taken by the client, such as code changes or third-party installations, is not covered.

Resource Overuse: Services interrupted due to exceeding allocated resources (e.g., bandwidth, storage) are not covered.

Force Majeure: Downtime caused by events beyond our control, such as natural disasters, is not covered by this SLA.

Compensation Claims

Clients affected by downtime exceeding the guarantees stated in this SLA are eligible for compensation in the form of service extensions, with the following conditions:

Claim Submission: Clients must submit SLA claims through a support ticket within seven days of the outage.

Investigation and Compensation: All claims will be thoroughly investigated. Valid claims will receive compensation in the form of service extensions, calculated based on the duration of the downtime.

Fraudulent Claims: Claims found to be fraudulent or abusive will be rejected, and may result in further action.

Amendments

Scarlet Hosting reserves the right to amend the terms of this SLA at any time. Changes will be effective immediately upon posting to our website.

Contact Us

For questions about this SLA or to submit a claim, please contact our support team through the designated channels on our website.

Introduction

Guarantees

Network Uptime: We guarantee 99.9% network uptime for all our services. If network availability drops below this level for more than 10 consecutive minutes, the affected service will be covered by our SLA.

Hardware Performance: We guarantee that our physical servers will be operational and capable of delivering the contracted services at all times. Hardware issues affecting service for more than 10 consecutive minutes will be covered by our SLA.

DDoS Protection: We guarantee effective mitigation against DDoS attacks. Should our DDoS protection fail to mitigate an attack within 10 minutes, the affected service will be covered by our SLA.

SLA Limitations

The guarantees provided under this SLA do not apply in the following situations:

Planned Maintenance: We will notify clients in advance of any planned maintenance that may result in temporary downtime.

Software-Related Issues: Interruptions caused by software errors or failures are beyond the scope of this SLA.

Client-Induced Downtime: Downtime resulting from actions taken by the client, such as code changes or third-party installations, is not covered.

Resource Overuse: Services interrupted due to exceeding allocated resources (e.g., bandwidth, storage) are not covered.

Force Majeure: Downtime caused by events beyond our control, such as natural disasters, is not covered by this SLA.

Compensation Claims

Clients affected by downtime exceeding the guarantees stated in this SLA are eligible for compensation in the form of service extensions, with the following conditions:

Claim Submission: Clients must submit SLA claims through a support ticket within seven days of the outage.

Investigation and Compensation: All claims will be thoroughly investigated. Valid claims will receive compensation in the form of service extensions, calculated based on the duration of the downtime.

Fraudulent Claims: Claims found to be fraudulent or abusive will be rejected, and may result in further action.