This is our commitment to you on service reliability. It covers what we guarantee, what we don't, and what happens if we fall short.
This SLA applies to all BalVPS Core VPS plans hosted in Tallinn, Estonia.
We guarantee 99.9% monthly uptime for all VPS services. In practical terms, that's a maximum of approximately 43 minutes of unplanned downtime per calendar month.
Uptime is measured from our monitoring systems and calculated as the percentage of time your server is reachable and operational during the billing month.
The uptime guarantee doesn't apply to:
When we need to perform maintenance that will affect your server, we'll give you at least 24 hours notice by email. We schedule maintenance during off-peak hours wherever possible.
If we miss the 99.9% target in a given month, you're eligible for service credit applied to your next invoice:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 95.0% – 99.0% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Credits are applied to your next billing cycle. They don't carry cash value and can't be transferred or exchanged.
Email support@balvps.com">support@balvps.com within 7 days of the incident. Include your server ID and a description of what happened and when. We'll review it and apply any applicable credit within a reasonable timeframe.
We may update this SLA. We'll notify customers by email for any changes that reduce their protections.