Service Level Agreement
Last Updated: January 1, 2025
Effective Date: January 1, 2025
Overview
This Service Level Agreement ("SLA") outlines the service commitments that Valebyte provides to its customers. It covers uptime guarantees, server provisioning timelines, hardware replacement, technical support response times, and service credit policies.
This SLA applies to all active Valebyte services in good standing.
1. Server Deployment
Valebyte is committed to deploying your server as quickly as possible after payment confirmation.
1–3 hours after payment confirmation
Instant deployment, typically under 60 seconds
Deployment timeline provided before order processing
2. Hardware Replacement
In the event of a hardware failure, Valebyte will replace or repair the affected component. The replacement time is measured from the moment troubleshooting is completed and the issue is confirmed as hardware-related.
Up to 1 hour
Up to 4 hours
3. Network & Power Uptime
Valebyte guarantees 99.95% monthly uptime for both network connectivity and power infrastructure. In the event that uptime falls below the guaranteed level, customers are entitled to service credits as outlined below.
Service Credit Schedule:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.95% | 5 days added to service term |
| Below 99.9% | 10 days added to service term |
| Below 99.8% | 15 days added to service term |
| Below 99.7% | 20 days added to service term |
| Below 99.6% | 25 days added to service term |
| Below 99.5% | 30 days added to service term |
4. Technical Support
Valebyte provides 24/7 technical support. Our response time commitments are as follows:
| Channel | Response Time |
|---|---|
| Support tickets (first response) | Within 1 hour |
| Ongoing ticket updates | No longer than 2 hours between responses |
| Live chat | Within 5 minutes during business hours |
| Emergency (server down) | Within 30 minutes |
5. Service Credit Claims
To receive a service credit, customers must meet the following requirements:
- ▸Submit a credit request within 30 days of the downtime event
- ▸Include the date, time, and duration of the outage in the request
- ▸The account must be in good standing with no overdue payments
- ▸Maximum service credit per month: 30 days added to the service term
- ▸Service credits are non-transferable and cannot be converted to monetary refunds
6. Exclusions
This SLA does not apply to service interruptions caused by:
- ▸Scheduled maintenance (announced at least 24 hours in advance)
- ▸Actions or inactions of the customer or authorized third parties
- ▸Force majeure events including natural disasters, war, or government actions
- ▸Software, applications, or configurations managed by the customer
- ▸DNS issues outside of Valebyte-managed infrastructure
- ▸DDoS attacks exceeding the included mitigation capacity
- ▸Account suspension due to Terms of Service violations or non-payment
- ▸Issues with equipment or software not controlled by Valebyte
7. Scheduled Maintenance
Valebyte may perform scheduled maintenance to ensure optimal performance, security, and reliability of its infrastructure. Maintenance windows will be communicated at least 24 hours in advance via email or dashboard notification. Scheduled maintenance periods are excluded from uptime calculations.
8. Changes to This SLA
Valebyte reserves the right to modify this SLA at any time. Changes will be posted on this page with an updated effective date. Continued use of the services after changes constitutes acceptance of the revised SLA.
9. Contact
For SLA-related inquiries or to submit a service credit claim, please contact us:
Version: 1.0
Last Updated: January 1, 2025
Effective Date: January 1, 2025
This Service Level Agreement is available in multiple languages for your convenience. In the event of any conflict or inconsistency between translations, the English version shall prevail and be deemed the authoritative version.
✓ By using Valebyte services, you acknowledge that you have read and understood this Service Level Agreement.