Service Level Agreement

This Service Level Agreement ("SLA") outlines the uptime, support, and credit commitments for PritunlVPN hosting services. By subscribing to a service, you agree to the terms of this SLA.

1. Uptime Commitment

We target 99.9% network and power uptime for our hosting services, measured monthly. Uptime is calculated based on the availability of the network and power infrastructure serving your service, excluding scheduled maintenance and events outside our reasonable control.

2. Scheduled Maintenance

Scheduled maintenance is performed during low-impact windows and communicated in advance whenever possible. We strive to minimize disruption and will not count scheduled maintenance windows toward uptime calculations.

3. Support Response Times

Support tickets are acknowledged within 24 hours for standard issues. Critical issues affecting service availability are prioritized and handled as quickly as possible. Response times refer to our initial reply and do not guarantee resolution times.

4. Service Credits

If monthly uptime falls below 99.9%, you may request a service credit. Credits are calculated as a percentage of the monthly fee for the affected service and are limited to the value of one month of service. Credits must be requested within 30 days of the affected month.

5. Exclusions

This SLA does not cover downtime caused by customer configurations, third-party software, denial-of-service attacks exceeding our mitigation capacity, upstream provider failures beyond our control, or force majeure events such as natural disasters, war, or government action.

6. Limitations

Service credits are your sole and exclusive remedy for SLA violations. The maximum total credit issued in any month will not exceed the monthly fee for the affected service. Credits are not transferable and cannot be exchanged for cash refunds.

7. Changes to This SLA

We may update this SLA from time to 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.

8. Contact

To request a service credit or report an SLA issue, open a support ticket or email [email protected].