Service Level Agreement (SLA)
This Service Level Agreement ("SLA") constitutes a legal agreement between you and VYKIX, Minho province, Guimarães, Portugal ("VYKIX, "we," "our," or "us") governing the Use of our website and Services (collectively, "Platform"). The terms "you," "your," "User," or "customer" shall refer to any individual or entity who accepts this Agreement, has access to your Account, or uses the Services.
1. Service Availability
We are unwavering in our commitment to maintaining a service uptime of 99.90%. This commitment encompasses the availability of all services we offer, assuring uninterrupted access for our valued customers.
2. Service Downtime
Service downtime is characterized as any interruption in service availability during which customers are unable to access the services. The measurement of service downtime is the duration of unexpected service interruptions during a calendar month.
This SLA expressly excludes the following events and circumstances:
a. Failures beyond our network, including bandwidth carrier outages.
b. Network firmware-related issues causing partial inaccessibility.
c. Scheduled maintenance/repairs of the network.
d. Acts of God, such as adverse weather conditions, natural disasters, or other uncontrollable events.
e. SLA credits may not exceed 50% of the monthly amount of the service they apply to.
f. Cancellation requests created before, during, or after the downtime.
g. Outages related to the reliability of programming environments.
h. Outages that do not impact the core functionality of our services.
i. Interruptions caused by customer activities or actions.
j. Any free add-ons, including but not limited to "Web Hosting, Discord Bots, VPS," etc.
k. Hardware malfunctions: We understand that hardware malfunctions can occur unexpectedly despite our use of enterprise-grade hardware. Therefore, downtime resulting from hardware malfunctions is excluded from this SLA.
4. SLA Credit
We shall issue a 5% credit for every thirty (30) minutes of downtime. SLA credit will only be awarded if the downtime meets thirty (30) minutes.
5. SLA Credit Distribution
SLA credits will be allocated to customer accounts within the client area. They will not be directly applied to services. These credits are usable for acquiring new services or settling invoices for existing services.
6. Revision and Changes
We reserve the right to modify or revise this SLA without prior notice. The latest version of the SLA is accessible on our website.
This SLA constitutes the mutual understanding and Agreement between you and us, outlining the terms and conditions that govern our service levels. By using our services, you agree to comply with the provisions of this SLA.