Service Level Agreement (SLA)
Last Updated: April 23, 2025
This Service Level Agreement ("SLA") forms part of the Terms and Conditions between Varyshop LLC ("Varyshop", "we", "us", or "our") and users of our managed hosting services ("User", "you", or "your"). This SLA describes the levels of service you should expect from Varyshop and sets out the circumstances in which we may pay you service credits.
1. Service Commitment
Varyshop is committed to providing reliable, high-quality managed hosting services. We aim to maintain 99.9% uptime for all hosting services ("Service Commitment"). This equates to a maximum of 43.8 minutes of downtime per month.
2. Definitions
- Downtime: The total number of minutes during a calendar month when the external availability of your hosted website or application is unavailable due to factors within our control. Downtime does not include scheduled maintenance or factors outside our reasonable control.
- Monthly Uptime Percentage: Calculated as: (Total minutes in a calendar month - Downtime) / (Total minutes in a calendar month) × 100
- Scheduled Maintenance: Maintenance that is announced at least 48 hours in advance via email or through our status page.
- Emergency Maintenance: Unscheduled maintenance necessary to resolve critical security issues, vulnerabilities, or to prevent extended downtime.
3. Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of services, or any other performance issues that are:
- Caused by factors outside our reasonable control, including force majeure events
- The result of any actions or inactions by you or any third party
- The result of your equipment, software, or other technology
- The result of vulnerabilities in your custom code or third-party applications you use
- Occurring during Scheduled Maintenance or Emergency Maintenance
- Arising from our suspension or termination of your right to use our services in accordance with our Terms and Conditions
4. Service Credits
If we fail to meet the Service Commitment in a calendar month, you may be eligible to receive Service Credits according to the following schedule:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% of monthly hosting fee |
| Less than 99.0% but equal to or greater than 95.0% | 25% of monthly hosting fee |
| Less than 95.0% | 50% of monthly hosting fee |
5. Credit Request and Payment Process
To receive Service Credits, you must submit a claim by sending an email to support@varyshop.eu within 15 calendar days after the end of the month in which the downtime occurred. The email must include:
- "SLA Credit Request" in the subject line
- The dates and times of the downtime you experienced
- Your domain names or account information
- Request logs documenting the errors and corroborating the claimed downtime (if available)
Service Credits are calculated as a percentage of the total charges paid by you for the affected service for the month in which the downtime occurred. Service Credits will be applied as a credit on your next bill.
6. Maximum Service Credits
The maximum amount of Service Credits we will issue to you for all downtime that occurs in a single calendar month is 50% of the monthly hosting fee for that month. Service Credits cannot be exchanged for, or converted to, monetary compensation.
7. Support Response Times
Varyshop provides technical support according to the following priority levels:
| Priority Level | Description | Response Time Target |
|---|---|---|
| Critical | Complete service outage or severe impairment affecting your entire website or application | Within 1 hour |
| High | Partial service outage or degradation affecting significant functionality | Within 4 hours |
| Normal | Issues that impact functionality but do not prevent core operations | Within 8 business hours |
| Low | General questions, feature requests, or minor issues | Within 24 business hours |
Business hours are defined as Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding holidays.
8. Backup Services
Varyshop performs system-wide backups as follows:
- Daily backups: Retained for 7 days
- Weekly backups: Retained for 4 weeks
- Monthly backups: Retained for 3 months
While we strive to maintain reliable backups, you are responsible for maintaining your own backups of your data and content. Varyshop does not guarantee the availability or integrity of backups and shall not be liable for any data loss.
9. Monitoring and Reporting
Varyshop employs 24/7 monitoring systems to detect and address service issues. Current system status and history of incidents are available on our status page at status.varyshop.eu.
10. SLA Updates
Varyshop reserves the right to update this SLA at any time. Updates will be posted on our website and, if material changes are made. Your continued use of our services after such updates constitutes your acceptance of the updated SLA.
This SLA is governed by the laws of the State of California and the Uniform Commercial Code (UCC), consistent with our Terms and Conditions.