1. Introduction
This Service Level Agreement explains the service standards, availability targets, and service compensation coverage that applies to FaithServer customers.
This SLA is valid as long as customer service is active and is used as a reference for the quality of infrastructure services. Availability targets can differ depending on the type of product, location, provider and service category used.
2. Service Availability Target
The following availability targets apply to service categories that explicitly have an SLA. For dedicated server services, handling is carried out with the best effort and follows the results of technical verification from the provider or data center.
Availability targets do not apply to problems caused by customer configuration, applications, operating systems, resource overload, abuse, suspension due to violations, or other disruptions beyond FaithServer's control.
| Service Category | Target Availability / Coverage |
|---|---|
| Hetzner Cloud / VPS | 99.8% |
| Leaseweb VPS | 99.0% |
| Other Services / Budget Products | 96% – 98% |
| Dedicated Servers | Best Effort / FaithServer Handling |
3. Service Credit Terms
Service credit can be given if downtime occurs due to disruption on the infrastructure side which is included in the scope of the SLA and has been verified by FaithServer or the relevant provider.
Service credit is not an automatic cash refund. Compensation, if approved, can be provided in the form of service credit, extension of the active period, or other solutions based on the results of FaithServer's review.
| Condition | Compensation Terms |
|---|---|
| Verified downtime on services that have an SLA | Service credit can be given according to the check results and service category. |
| Disruption to budget products | Calculated based on target availability of 96% – 98% and FaithServer policy. |
| Dedicated server failure | Handled with best effort; compensation does not automatically apply unless approved by FaithServer. |
| Downtime due to customer error or abuse | Not included in the scope of service credit. |
4. Electricity and Data Center
For electrical or data center facility problems, handling follows the official status of the provider or data center concerned. FaithServer will help provide updates to customers if there is official information that can be shared.
FaithServer does not guarantee electricity availability figures separately for all products, unless such information is explicitly available from the provider and is included in the scope of customer service.
5. Dedicated Server Hardware
For Dedicated Servers, hardware problems will be processed after the problem is verified as a physical hardware problem, not a configuration, software, operating system, or customer-side usage problem.
Estimated hardware handling time can vary depending on location, spare part availability, technician queue, and provider check results.
| Category | Treatment Coverage |
|---|---|
| Verified hardware failure | FaithServer will help with escalation to the provider/data center to check or replace hardware. |
| Handling time | Handled with best efforts following hardware availability, data center queues, and provider policies. |
| Data in storage | Customer is responsible for backups. Disk replacement may result in data loss. |
6. Other Services / Budget Products
Budget products, promotions or non-premium services have a lower availability target than premium services. The availability target for this category is in the range of 96%–98% depending on the type of service, location and infrastructure used.
Budget products still receive technical support according to service coverage, but do not have the same SLA guarantee as premium services.
7. Support & Maintenance
- Support is available via the ticket system and official FaithServer email.
- Estimated initial response is a maximum of 24 hours during operational hours.
- Emergency issues will be handled with the best effort according to conditions and queues.
- Scheduled maintenance will be informed in advance if possible.
- Services are unmanaged, unless otherwise stated in the product description or invoice.
8. SLA Exceptions
- DDoS attacks, abuse, spam, port scanning, blacklisting, or third party attacks.
- Configuration, installation, usage, or update errors from the customer side.
- Problems with applications, scripts, websites, bots, RDP software, VPN, proxies, databases, or customer operating systems.
- Resource overload due to abnormal use of CPU, RAM, disk, bandwidth, or processes.
- Suspension, termination, nullroute, or limitation of service due to violation of the Terms of Service.
- Scheduled maintenance, emergency maintenance, or security measures from the provider/data center.
- Force majeure or other disruptions beyond FaithServer's control.
- Disruptions that cannot be verified through monitoring, logs, or provider confirmation.
9. SLA Claim Process
Customers can submit SLA claims via ticket support by including service details, time of incident, evidence of problems, as well as additional information needed for the checking process.
SLA claims must be submitted within a reasonable time after the event. Claims that lack sufficient evidence or cannot be verified may be rejected.
| Step | Details |
|---|---|
| 1. Create a ticket | Send reports via the client area or official FaithServer email. |
| 2. Verify constraints | FaithServer will check service status, monitoring, logs, and provider information if necessary. |
| 3. Compensation review | If eligible, FaithServer can provide service credits or other appropriate solutions. |