Service Level Agreement

In the event of a hardware failure, Darkless will replace the hardware. We guarantee a replacement within twenty-four (24) hours of the confirmed diagnosis of hardware failure. The time period only pertains once the failure has been identified and not the beginning of the downtime period.

Darkless will replace all faulty hardware on dedicated servers and VPS instances, at no charge to the client, with an unlimited free replacement policy. This includes parts ordered as upgrades. Darkless is not liable for hardware failure on any client-managed servers or third-party equipment.

Darkless guarantees an uptime of 99.9% across all services, including network connectivity. Powered by enterprise-grade networking equipment, our robust infrastructure has redundancy on every level. In the event 99.9% uptime guarantee of network connectivity is not fulfilled, a credit can be requested.

The following are exclusions from the Darkless Service Level Agreement and do not qualify for credit to be awarded:

• Periodic scheduled maintenance or repairs we may undertake from time to time that are announced more than three (3) days in advance;
• Interruptions caused by you or your activities;
• Outages that do not affect core service functionality;
• Outages related to the reliability of certain programming environments or third-party software;
• Downtime caused by a reseller of our services;
• Client in bad standing with Darkless (suspended services, unpaid invoices past due dates, abuse);
• Cancellation requests created before, during, or after the downtime;
• Force majeure events including but not limited to natural disasters, acts of war, or government actions;
• DDoS attacks or other malicious activities targeting your services specifically.

The following procedure must be followed in order to claim SLA credit. If not followed, no SLA credit will be administered. If you feel entitled to SLA credit as outlined above, please follow the procedures below:

• Open up a support ticket to the client relations team through the client area within forty-eight (48) hours of downtime being resolved;
• List the service(s) affected, outage time, and total affected outage period;
• Provide any other necessary information to assist with administering SLA credit.

SLA credit will be administered to client area accounts. SLA credit will not be applied directly to services. SLA credit can be used to purchase new services, or pay for invoices on current services. SLA credits will be distributed as follows:

• A 5% credit will be given for every thirty (30) minutes of downtime regarding power or network as the root cause of the downtime without exceeding one (1) month worth of service;
• A 5% credit will be given for every additional hour after the twenty-fourth (24) hour of downtime regarding hardware failure as the root cause of the downtime without exceeding one (1) month worth of service.

In the event the downtime does not meet the required time of thirty (30) minutes for downtime caused by power or network connectivity, no SLA credit will be awarded. In the event the downtime does not meet the required time of one (1) hour after the initial twenty-four (24) hour grace period for downtime caused by hardware failure, no SLA credit will be awarded.