Euroservers (euroservers.com)

This Service Level Agreement (“SLA”) sets out the specifications and performance metrics, including applicable Service Levels, response times, service windows, and availability of the Services provided by Crelativity Limited trading as Euroservers (“Euroservers”). This document, together with the documents and policies made available at https://euroservers.com, forms part of your Agreement and applies to all Services and Equipment provided by Euroservers.

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ARTICLE A. Technical Support

1. SUPPORT

1.1. Euroservers shall provide in English CUSTOMER support service. Euroservers will maintain support personnel on duty 24 hours per day, every day of the year.

1.2. Euroservers is not obliged to provide any support directly to End Users of CUSTOMER.

1.3. CUSTOMER may initiate a request for Support or Remote Hands Services, or report a Service Disruption (a “Support Request”) to the CUSTOMER support service via the Customer Portal or email.
A Support Request must include:

• Type of Service

• Company name

• Name and contact information for immediate contact

• Clear and detailed description of Support or Remote Hands Service requested

• Detailed description of Service Disruption (if applicable)
  Euroservers may refuse a Support Request if unable to verify the requestor’s authorization. CUSTOMER must be able to confirm all Support Requests by phone, email or IM (if applicable).

1.4. Table 1: Response Time Target

1.5. If Euroservers does not respond within the applicable Response Time Target, CUSTOMER is eligible to receive a Service Credit (“Response Time Credit”) for every full one (1) hour in excess of the Response Time Target, equal to 2% of the Monthly Recurring Service Level Charge or Monthly Recurring Remote Hands Charge (as applicable) for the affected month and Service/Equipment.
If CUSTOMER does not pay a recurring Service/Remote Hands Charge, Response Time Credits do not apply.

1.6. CUSTOMER must be reachable by email, or IM as specified in the Customer Portal. No Service Credit is due if CUSTOMER is unreachable.

1.7. Maximum Response Time Credits per month are limited to 50% of the Monthly Recurring Service Level or Remote Hands Charge for the affected Service/Equipment.

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ARTICLE B. Service Level

1. SERVICE LEVELS

1.1. For Dedicated Equipment, CUSTOMER may select a Service Level. The Quote/Order Form/Order Confirmation shall set forth the chosen Service Level. Service Level determines:

• Response Times;

• For leased Dedicated Equipment, the Equipment Replacement Target.

1.2. If no Service Level is selected, the default is “Self-managed service.”

1.3. CUSTOMER may request an upgrade at any time; downgrade is only possible at the end of the Initial or Renewal Term.

1.4. The Service Level applies only to Services/Equipment identified in the Order.

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2. SUPPORT SERVICES

2.1. For Dedicated Equipment, Euroservers will provide, on request:

• Equipment integrity checks (memory, hard drives);

• Replacement of defective Equipment (see Article D for targets);

• OS restoration or reinstallation to operational state (no liability for data loss);

• Root password resets;

• For Web Hosting, control panel and FTP password resets;

• Network issue correction to restore IP connectivity.

2.2. CUSTOMER may request additional support (troubleshooting, consultancy, setup, configuration, updates, performance tuning, DNS, firewall, load balancing, etc.). Such support is subject to availability and additional fees.

2.3. Euroservers may accept or decline additional support requests at its sole discretion.

2.4. All Support Services are provided AS-IS and on a best-efforts basis. Euroservers is not liable for any damage resulting from these services except in cases of gross negligence or willful misconduct.

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3. SERVICE LEVEL EXTRA CHARGES

3.1. CUSTOMER shall pay the Monthly Recurring Service Level Charge (MRSC) unless “Best Effort” service is sufficient.

3.2. Euroservers may invoice for additional support on a time-spent basis at prevailing hourly rates.

3.3. All support is measured/invoiced in quarter-hour increments.

3.4. Euroservers’ time records are binding for billing.

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ARTICLE C. IP Connectivity

1. NETWORK PERFORMANCE

1.1. Table 4: Network Availability Target

1.2. If monthly network availability is lower than target, CUSTOMER is eligible for a Service Credit (“Network Availability Credit”): 2% of Monthly Recurring IP Connectivity Charge per 1% (or part thereof) below target.

1.3. Table 5: Packet Loss Target

• Packet loss target: 0.2% (monthly average)

If exceeded, Service Credit: 1% of the Monthly IP Connectivity Charge per 0.1% (or part thereof) over target.

1.4. Latency Target: For Premium IP Connectivity, if roundtrip delay exceeds the latency target, CUSTOMER is eligible for a Service Credit: 1% per each 10ms above the target.

1.5. No credits for single-uplink (non-redundant) services.

1.6. Euroservers will measure packet loss and latency via periodic datagrams to designated test servers.

1.7. All metrics and credits calculated per service, server, or rack as applicable.

1.8. Service Credits are not cumulative (highest only applies per incident).

1.9. Total credits per month limited to 50% of the Monthly Recurring IP Connectivity Charge.

1.10. No credits apply to shared web hosting IP connectivity.

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ARTICLE D. Dedicated Equipment

1. EQUIPMENT REPLACEMENT

1.1. Table 7: Equipment Replacement Target Time

1.2. If not met, Service Credit: 2% of Monthly Lease Charge per hour over target.

1.3. Applies to standard equipment: switches, servers, HDD, RAM, CPU, NIC, RAID controllers.

1.4. For non-standard equipment, best-effort replacement.

1.5. Euroservers may substitute equivalent or better hardware at no extra cost.

1.6. No requirement for proactive checks unless specifically contracted.

1.7. Maximum credits per month: 50% of Monthly Lease Charge.

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ARTICLE E. Colocation Services

1. ELECTRICITY & ENVIRONMENT

1.1. Table 8: Electricity Availability Target

1.2. Credit: 2% per 0.1% below target (monthly recurring colocation charge).

1.3. Data center targets:
Temperature: 24°C ±5°C, 1.5m from floor, 0.5m from rack, with ambient temperature from +38°C to -15°C.
If out of range >60 minutes, credit: 2% per 10 min outside target (monthly colocation charge).

1.4. No electricity credit for shared racks.

1.5. CUSTOMER is responsible for colocated equipment maintenance.

1.6. Temperature/Electricity credits are not cumulative (highest applies).

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2. REMOTE HANDS

2.1. Remote Hands include: power cycling, cable management, diagnostics, hardware swap, console access, labeling, physical observation, and basic commands.

2.2. CUSTOMER provides materials/instructions as needed.

2.3. Euroservers may accept or decline requests at its discretion unless Remote Hands Level is contractually set.

2.4. All Remote Hands services are AS-IS, best effort. Not liable for delays except in cases of gross negligence.

2.5. 24/7 availability for Remote Hands.

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3. REMOTE HANDS SERVICE CHARGES

• Invoiced in 15-minute increments.

• Euroservers’ records are binding.

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ARTICLE F. Service Credit Requests

To claim a Service Credit, CUSTOMER must contact Euroservers’ support within 5 business days after the month in question, providing:

• CUSTOMER name/contact

• Date/time of failure

• Description of failed metric

• Ticket number(s)

Euroservers will notify CUSTOMER upon resolution. Approved credits appear on the next invoice.
All calculations are based on Euroservers’ records.
No credits for events caused by Excluded Events (force majeure, customer actions, DDoS, breaches, etc.).
Service Credits are the sole legal remedy for SLA violations.

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ARTICLE G. Definitions

Definitions follow the Agreement, Service Specifications, and Euroservers Policies.
For the purpose of this SLA, terms like Electricity Availability, Network Availability, Packet Loss, Latency, Response Time, Excluded Events, and Equipment Replacement Time have the same meaning as in the original SLA above, but replacing Crelativity Ltd with Euroservers.

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This SLA is subject to the General Terms and Conditions of Euroservers, as published at https://euroservers.com.