Application
Which SLA applies
The SLA applies only when the final order expressly states Standard, Business or Critical. The percentage covers the identified service and billing period, not every dependency, application or third-party service.
| Level | Monthly availability | Typical scope |
|---|---|---|
| Standard | 99.5% | Basic VPS/hosting services |
| Business | 99.9% | Services with enhanced monitoring |
| Critical | 99.95% | Specifically designed HA service |
Measurement
How availability is calculated
Availability % = (total period minutes − eligible downtime) / total period minutes × 100.
Eligible downtime is a continuous inability to access the covered service confirmed by FastVPS monitoring and, where needed, an external probe. Measurement starts when the incident is confirmed and ends when service is restored.
Isolated packet loss, an application fault inside the guest, third-party DNS/cache failure or loss of an optional feature is not automatically full-service downtime.
Incident
Reporting and response
Customers report incidents through the agreed channel with service, time, symptoms and available logs. FastVPS records, classifies and updates according to the purchased support scope. Response targets are not full resolution targets unless expressly stated.
Exclusions
What is excluded
- notified scheduled maintenance and emergency security maintenance,
- customer configuration, applications, credentials, traffic or user actions,
- suspension for AUP, non-payment or a lawful order,
- beta/free services and components not purchased,
- force majeure and third-party failure beyond reasonable control where agreed resilience measures were applied,
- DDoS or attack beyond purchased mitigation,
- periods where the customer blocks diagnosis or refuses necessary remediation.
Credits
Credit for an SLA shortfall
| Actual monthly availability | Credit against the affected service monthly recurring fee |
|---|---|
| Below commitment down to 99.0% | 10% |
| Below 99.0% down to 95.0% | 25% |
| Below 95.0% | 50% |
Total credit is capped at 50% of the affected monthly recurring fee and excludes taxes, licences, domains, migration and third-party charges. It is applied to a future invoice and is not a cash payment unless mandatory law requires otherwise.
Claim
How to request a credit
Send a request to sales@fastvps.gr within 10 calendar days after the incident ends, identifying the service, date/time and impact. FastVPS compares the report with monitoring and incident logs and provides the calculation.
The SLA credit is the contractual remedy for an availability shortfall without limiting rights that cannot lawfully be restricted.