1. Introduction
This Service Level Agreement ("SLA") defines the service level commitments and remedies available to customers of BareMetal X ("Company," "we," "us," or "our") for our dedicated server hosting services ("Services"). This SLA is incorporated into and forms part of our Terms of Service.
This SLA applies only to Services provided under an active service agreement and does not apply to beta, trial, or free services unless explicitly stated.
2. Service Availability Commitment
2.1 Uptime Guarantee
We guarantee 99.9% network and server availability ("Uptime") for our dedicated server hosting Services, measured on a monthly basis. This means we commit to no more than 43.2 minutes of unplanned downtime per month.
2.2 Measurement Method
Uptime is calculated as follows:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
2.3 Exclusions
The following are excluded from Uptime calculations:
- Scheduled maintenance windows (with advance notice)
- Emergency maintenance required for security or stability
- Downtime caused by Customer's actions or configurations
- Downtime caused by third-party services or applications
- Force majeure events (natural disasters, war, etc.)
- DDoS attacks or security incidents beyond our reasonable control
- Issues with Customer's software, applications, or content
- Network issues outside our network infrastructure
3. Service Credits
3.1 Credit Eligibility
If we fail to meet our 99.9% Uptime commitment in any calendar month, you may be eligible for a service credit ("Credit") as outlined below. Credits are calculated as a percentage of your monthly service fee for the affected service.
3.2 Credit Schedule
| Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 98.9% | 25% |
| 90.0% - 94.9% | 50% |
| < 90.0% | 100% |
3.3 Credit Request Process
To request a Credit, you must:
- Submit a Credit request within 30 days of the end of the affected month
- Provide documentation of the downtime incident
- Include your account information and service details
Credits will be applied to your next billing cycle. Credits are non-transferable and may not be exchanged for cash.
4. Network Performance
4.1 Latency Guarantee
We guarantee average network latency of less than 10ms within our network infrastructure. Latency is measured between our data centers and major internet exchange points.
4.2 Packet Loss
We maintain packet loss rates below 0.1% within our network infrastructure.
4.3 Bandwidth
We guarantee the provisioned bandwidth as specified in your service agreement. Bandwidth is measured at the network port level.
5. Support Response Times
We commit to the following response times for support requests:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Complete service outage | 15 minutes |
| High | Significant service degradation | 1 hour |
| Medium | Partial service impact | 4 hours |
| Low | General inquiries | 24 hours |
6. Maintenance Windows
6.1 Scheduled Maintenance
We perform scheduled maintenance during designated maintenance windows. We will provide at least 48 hours' advance notice of scheduled maintenance that may impact service availability.
6.2 Emergency Maintenance
We may perform emergency maintenance without advance notice when necessary to address security threats, prevent service degradation, or resolve critical issues. We will notify you as soon as practicable.
7. Monitoring and Reporting
We continuously monitor our infrastructure and Services. Monthly uptime reports are available upon request. You may request detailed incident reports for any service interruptions.
8. Limitations and Exclusions
This SLA does not apply to:
- Issues caused by Customer's software, applications, or configurations
- Third-party services, software, or applications
- Issues outside our network infrastructure
- Force majeure events
- Customer's failure to follow our documentation or support guidance
- Beta, trial, or free services (unless explicitly covered)
9. Sole Remedy
Service Credits as described in this SLA are your sole and exclusive remedy for any failure to meet the service level commitments outlined herein. This SLA does not limit any other rights you may have under applicable law or your service agreement.
10. Changes to SLA
We reserve the right to modify this SLA at any time. Material changes will be communicated to you at least 30 days in advance. Continued use of the Services after such modifications constitutes acceptance of the updated SLA.
11. Contact Information
For SLA-related inquiries or to request service credits, please contact us: