99.9% uptime guarantee and service level commitments
This Service-Level Agreement (SLA) defines the quality, availability and performance guarantees of AtomVPS services. Please read this agreement carefully. By using our services, you agree to this SLA.
This Service-Level Agreement (SLA) defines Origibyte LTD's commitments for the quality and availability of AtomVPS services. The SLA describes the performance standards for services provided to our customers and the compensation provided when these standards are not met.
AtomVPS offers a 99.9% uptime guarantee for all hosting, VPS and dedicated server services. This guarantee is calculated on a monthly basis, excluding planned maintenance periods. Uptime refers to the percentage of time the service is accessible and is tracked through continuous monitoring systems.
Planned maintenance operations are necessary to improve service quality and ensure security. Planned maintenance is notified to customers via email at least 48 hours in advance. Planned maintenance periods are not included in SLA calculations. This period may be reduced to 24 hours for urgent security updates.
If uptime falls below the guarantee, customers are provided with the following compensation: For uptime above 99.0% but below 99.9%, credit equal to 10% of service period, For uptime above 95.0% but below 99.0%, credit equal to 25% of service period, For uptime below 95.0%, credit equal to 50% of service period. Credits are automatically added to the account.
We respond to your support requests within the following times: Critical issues (service completely down): Within 1 hour, High priority issues (performance problems): Within 4 hours, Normal priority issues: Within 24 hours, Low priority questions: Within 48 hours. Response times apply 24/7 including weekdays and weekends.
AtomVPS guarantees the following performance standards: Network connectivity 99.9% uptime, Server hardware 99.9% uptime, Datacenter infrastructure 99.9% uptime, DDoS protection 24/7 active. These guarantees are supported by Tier III data centers and redundant infrastructure systems.
The following situations are outside the scope of the SLA: Customer-caused errors (misconfiguration, bad code, etc.), Third-party services (DNS, CDN, etc.), Customer hardware or software issues, DDoS attacks (as long as our protection systems are active), Legal obligations or legal processes, Customer violation of terms of service.
All our services are tracked with 24/7 monitoring systems. Uptime and performance metrics are continuously recorded and provided to customers as monthly reports. Customers can view real-time uptime and performance data from their account panels. Contact our support team for detailed reports.
In case of SLA violation, customers must notify our support team within 30 days. The notification should include account number, affected service, downtime duration and affected dates. Notifications can be sent to support@atomvps.com. After the violation is confirmed, compensation is automatically added to the account.
For questions about SLA, violation notifications or concerns, you can contact our 24/7 support team at support@atomvps.com or through the account panel. We provide support in Turkish and English. Contact us for information about SLA details and performance reports.