Service Level Agreement (SLA)

This document sets out the measurable commitments of the service. Billing, cancellation and acceptable-use rules live in the «Terms of Service»; in case of conflict, this document prevails only on service-level matters.

1. Scope

Covered: availability of the virtual server (VM), of the hypervisor and storage layer, network connectivity, availability of the control panel (cloud.jezahost.com), and the backup service.

Not covered:

• everything inside the VM: operating system, software, configuration, data
• customer-caused issues (wrong firewall rule, full disk, wrong restore, lost password, exhausted resources)
• the customer's external services (domain, third-party DNS, external APIs)
• scheduled maintenance (see §4)
• force majeure: natural disaster, power or transit provider outage, decisions of state authorities, large-scale DDoS attacks

2. Availability commitment

Monthly availability: 99.5%

That allows a maximum of about 3 hours 36 minutes of unplanned downtime in a 30-day month (~3 h 43 m in a 31-day month, ~3 h 22 m in February).

Measurement rules:

• measured per service — downtime of one VM is not attributed to another
• downtime is determined from our monitoring records; the customer may submit their own measurements and, in case of a discrepancy, records are reviewed jointly
• interruptions shorter than 5 minutes are not accumulated
• events listed as «not covered» in §1 are not added to downtime

3. Compensation

If the commitment is missed, compensation is issued as account credit. No cash refunds are made.

Rules:

• compensation is not automatic — the customer must open a support ticket within 15 days of the incident
• the maximum compensation for one service in one month is 100% of that service's monthly fee
• credit is applied automatically to future invoices
• no compensation is due for services that are overdue or suspended

4. Scheduled maintenance

• maintenance is normally carried out at weekends
• announced at least 72 hours in advance by e-mail and/or panel notice
• scheduled maintenance is excluded from the availability calculation

4.1 Shortened notice

The 72-hour period may be shortened — and, where unavoidable, notice may be given during or after the work — in the following cases:

• security: critical vulnerability, active attack, emergency patching
• hardware/infrastructure risk: imminent failure of a disk, memory, power or cooling unit; preventing data loss
• upstream provider: work announced to us at short notice by the data centre, transit/carrier provider or hardware vendor — in such cases we ourselves receive no advance warning
• force majeure events listed in §1

In these cases the customer is notified as early as is practically possible, and the reason for the work is explained afterwards.

5. Support

• channel: support tickets inside the portal
• tickets are accepted and answered in order during working hours
• there is currently no 24/7 on-call support: replies may be delayed at night and at weekends

🔴 This section deliberately states no fixed response-time commitment. Rather than promising what we cannot yet keep, we describe the real situation. Response targets (for example 4 hours for critical incidents) will be added and the version raised once the team grows.

Information about major incidents (mass outages) is published in the panel and by e-mail without waiting for customer tickets.

6. Backups and restore

Important conditions:

• All data created after the backup date is lost and cannot be recovered.
• If a restore reduces disk size to the size stored in the backup, the paid capacity is restored automatically at no extra charge. Expanding the file system inside the VM is the customer's responsibility.
• The backup service does not replace the customer's own backups. Critical data must additionally be backed up by the customer.
• Backups exist for disaster recovery; extraction of individual files is not guaranteed.
• In practice backups may be taken more often; this document states the minimum commitment.

7. Resources and changes

• Upgrades (CPU, RAM, disk, additional volumes) are available at any time and are applied after payment.
• Disks cannot be shrunk. This is a technical limitation — shrinking risks file-system corruption.
• Removing an additional volume takes effect at the end of the current billing period; the customer keeps what they paid for.
• Changing the billing cycle (monthly ↔ yearly) takes effect from the next invoice; the period already paid for is not affected.
• Static IP addresses and port-forwarding rules are managed from the panel; the number of rules is limited to 50 per service.

8. Billing, suspension and termination

• Data of a suspended service is retained until termination.
• The customer may cancel at any time, choosing one of two options: *stop at the end of the period* (no money moves) or *cancel immediately* (whole days used are charged, the remainder is issued as account credit). There is no minimum usage charge; cancelling immediately within the first 24 hours credits the full amount.
• On a yearly term, usage is charged at the normal monthly rate — the annual discount is reversed.
• After cancellation the server is kept powered off for 7 days: no charges apply and the service can be restored. The VM, its disks and its backups are then deleted.
• Credit may be paid out to a bank account — the conditions are in Terms of Service §5.3 (within 14 days of payment, minimum 5 AZN, 10 business days).
• 🔴 If a bank payout is requested, the 7-day retention does not apply: the server and all backups are deleted immediately and irreversibly (Terms §5.3.1).

9. Customer responsibilities

• paying invoices on time
• security inside the VM: updates, passwords, firewall
• keeping independent backups of critical data
• not using the service for unlawful purposes or in ways that harm the network (details in the «Terms of Service»)
• keeping contact details up to date — maintenance and critical notices are sent to that address

10. Limitation of liability

The provider's liability is limited to the credit compensation described in this document. Indirect damages (lost revenue, business interruption, third-party claims, damages resulting from data loss) are not covered.

11. Changes to this document

This document may be updated. Changes that reduce commitments are announced at least 30 days in advance by e-mail; a customer who does not accept them may cancel the service at the end of the period within that time. The version number is raised with every change.