Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) is a policy governing the use of BrilliantHost services under the terms of the BrilliantHost Customer Agreement (the "Agreement") between BrilliantHost, LLC ("BrilliantHost", "we", "us", or "our") and users of BrilliantHost's services ("you" or "your"). This SLA applies separately to each account registered with BrilliantHost. Unless otherwise provided herein, this SLA is subject to the terms of the Agreement and capitalized terms will have the meaning specified in the Agreement.

1. Service Availability Commitment

BrilliantHost commits to maintaining a Service Availability of 99.9% for all hosting services, including but not limited to Virtual Private Servers (VPS), Windows hosting, and GPU hosting services. This commitment is applicable to network uptime and the functioning of all hosted services.

2. Calculation of Availability

Service Availability is calculated over a monthly billing cycle, based on the following formula:

Service Availability (%) = (1 - (Total Downtime / Total Time in the Month)) × 100

"Total Downtime" is the total number of minutes that the particular service was unavailable. "Total Time in the Month" is the total number of minutes in the month.

3. Service Credits

If Service Availability falls below 99.9%, we will issue a Service Credit to your account according to the following schedule:

• 99.0% to 99.8%: 5% credit of your monthly service fee
• 98.0% to 98.9%: 10% credit of your monthly service fee
• Below 98.0%: 15% credit of your monthly service fee

Service Credits are your sole and exclusive remedy for any performance or availability issues under this SLA and the Agreement.

4. Requesting Service Credits

To receive a Service Credit, you must submit a claim by sending an email to [email protected]. The email must include:

• The dates and times of each incident of non-zero Downtime.
• The affected BrilliantHost services and accounts.

Claims must be submitted within 30 days of the end of the billing cycle in which the Downtime occurred. We will evaluate all information reasonably available and make a good faith determination of whether a Service Credit is due.

5. Exclusions

The Service Availability commitment does not apply to any unavailability, suspension, or termination of BrilliantHost services:

• That result from scheduled or zero impact maintenance.
• Due to factors outside of our reasonable control (Force Majeure).
• That result from any actions or inactions of you or any third party.
• Due to any DDoS/DoS attack or any event, attack, or situation that aims to deny service to our assets or a third party's assets that we depend on to offer our services.
• Due to any virus or hacking attacks, bugs in code, hardware, infrastructure, or third party software that does not have a known permanent fix, or any of the aforementioned that directly target you, not BrilliantHost.
• Due to your negligence or inability to apply remedies, updates, patches, or suggestions presented by our team prior to the downtime schedule limitations.
• Due to the usage of any outdated software or application in relation to your services with us in any capacity.
• That result from your equipment, software, or other technology and/or third-party equipment, software, or other technology.

6. Support Services

Availability of Support Staff: Our support team is available 24/7 via email and a ticketing system.

Expected Response Times: For critical issues, we aim to respond within 1 hour. For non-critical issues, responses are typically within 24 hours.

Methods for Requesting Support: You may request support via email ([email protected] or [email protected] for urgent inquiries).