SLA FOR RESIDENTIAL SUBSCRIBERS
We guarantee that our network and power will be functioning 99.9% of the time on any given month, with the following exceptions:
- Any period prior to the problem being reported by you to our support team.
- Scheduled maintenance windows and emergency maintenance windows.
- Planned migrations.
- Service shutdown due to account suspension.
- Factors outside our control, such as force majeure events, failure of our upstream providers or external service providers (i.e. Netflix or Youtube).
- Hardware, software, or loss of power within your own network, behind your Lavalink-provided premise equipment or dish.
- Actions of third parties against your network, such as server compromises, denial of service attacks and viruses.
- Violations of our Acceptable Usage Policy.
- User activity errors.
SLA FOR BUSINESS SUBSCRIBERS
We guarantee that our network and power will be functioning 100% of the time on any given month, with the following exceptions:
- Scheduled maintenance windows, announced 24 hours in advanced.
- Service migrations scheduled 1 week in advanced and lasting up to 6 hours.
- Service shutdown due to account suspension.
- Factors outside our control, such as force majeure events, failure of our upstream providers or external service providers (i.e. Netflix or Youtube).
- Hardware, software, or loss of power within your own network, behind your Lavalink-provided premise equipment or dish.
- Actions of third parties against your network, such as server compromises, denial of service attacks and viruses.
- Violations of our Acceptable Usage Policy.
- User activity errors.
If we fail to meet the guarantee stated above you can claim a credit of the following value:
For services covered by the 100% SLA: 10 times the prorated rental for the downtime of the affected services beyond the 99.9% uptime guarantee. This is capped at 100% of the monthly rental for the affected services in any one month.
For other services: The prorated rental for the downtime of the affected services, beyond the 99.9% uptime guarantee. This is capped at 50% of the monthly rental for the affected services in any one month.