Service level (SLA)
Last updated:
This document describes the availability we commit to, how to request a credit if we miss it and how support works.
1. Availability targets
| Service | Monthly availability |
|---|---|
| Web hosting and WordPress hosting | 99.5% |
| Cloud servers (VPS) | 99.9% |
| Dedicated servers | 99.9% (network and power) |
2. What does not count as downtime
- Scheduled maintenance with at least 24 hours’ notice.
- Actions initiated by the customer.
- Failures of third-party services.
- Denial-of-service (DDoS) attacks beyond our mitigation capacity.
- Force majeure events.
3. Credits for missed targets
If we miss the applicable target in a month, you can request a credit equal to the pro-rated value of the downtime. The request must be made within 15 days of the incident, by opening a ticket from the panel. Credits are the sole and exclusive remedy for unavailability.
4. Backups
We back up at the frequency stated on each plan (weekly or daily). They are an extra safety net and do not replace your own backups: see section 7 of the terms of service.
5. HTTPS certificates
The HTTPS certificate is included with the services and renews automatically.
6. Support
- Support tickets: response target of under 4 hours.
- Email or form inquiries: reply within 24 hours at most.
Open a ticket from the panel or write to support@artiakcloud.com. Times are response targets, not resolution times.
7. Dedicated servers
In the event of an unrepairable hardware failure, we provision equivalent hardware within 24 hours of the confirmed diagnosis. Application-level support is not included unless contracted.