1. Purpose

This Service Level Agreement ("SLA") describes the uptime guarantee, support commitments, and service credits that apply to hosting and dedicated server services provided by Greek Dedicated Servers.

2. Uptime Guarantee

We guarantee 99.9% network and server uptime, measured on a calendar-month basis, for all hosting packages and dedicated servers. Uptime is measured as the availability of our network and server infrastructure to the public internet, excluding the exclusions listed in Section 3.

3. Exclusions

The uptime guarantee does not apply to downtime caused by: scheduled maintenance announced at least 24 hours in advance; circumstances beyond our reasonable control (force majeure), including power grid failures affecting the wider area, natural disasters, or third-party network outages; actions or omissions by the customer, including misconfiguration of scripts, applications, or DNS settings; or issues with third-party software, plugins, or services not provided directly by us.

4. Service Credits

If monthly uptime falls below the guaranteed 99.9%, you are entitled to a service credit applied to your next billing cycle, as follows:

  • 97.0% – 99.89% uptime: 10% credit of the monthly service fee
  • 90.0% – 96.99% uptime: 25% credit of the monthly service fee
  • Below 90.0% uptime: 50% credit of the monthly service fee

Service credits are the exclusive remedy for downtime under this SLA and do not constitute compensation for indirect losses. Credits cannot exceed 50% of the monthly fee for the affected service.

5. Requesting a Credit

To request a service credit, contact our support team through the ticketing system within 7 days of the downtime occurring, including the approximate dates and times affected. We will verify the outage against our own monitoring records before applying any credit.

6. Hardware Replacement Guarantee (Dedicated Servers)

For dedicated server customers, we guarantee that any failed hardware component (disk, RAM, power supply, or similar) will be diagnosed and replacement initiated within 4 hours of the fault being confirmed, during our standard support hours. This guarantee excludes time required for RAID rebuilding or data restoration.

7. Support Response Commitment

Support tickets related to service outages are treated as priority and are typically responded to within 1 hour during business hours. Standard (non-urgent) support requests are typically answered within 24 hours.

8. Changes to This SLA

We may update this SLA from time to time to reflect changes in our infrastructure or service offerings. Material changes will be posted on this page.