DediByte LLC - Service Level Agreement (SLA) Policy
Effective Date: June 29, 2025
This Service Level Agreement ("SLA") outlines the uptime guarantees and credit policies provided by DediByte, LLC ("DediByte," "we," "our") to our clients. By using our services, you agree to the terms specified herein.
1. Uptime Guarantee
DediByte, LLC guarantees 99.9% uptime for the following services:
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Colocation Services
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Dedicated Servers
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Virtual Private Servers (VPS)
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Transit/IP Services
Uptime is calculated based on a rolling 30-day period and measured per affected service.
2. Exclusions from SLA
The following events and scenarios are excluded from our SLA and will not be eligible for SLA credit:
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DDoS attacks or traffic floods
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Client misconfigurations, user errors, or software failures
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Emergency maintenance (where prior notice may not be possible)
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Failure of network hardware components (e.g., failed SFP modules or optical cables)
3. SLA Credit Eligibility
If your service experiences downtime that results in availability below 99.9%, you may be eligible for SLA credit based on the following uptime ranges:
| Uptime (Last 30 Days) | SLA Credit Issued |
|---|---|
| 99.9% or Higher | No SLA Credit |
| 98.00% - 99.8% | 5% Credit |
| 97.00% - 97.99% | 10% Credit |
| 94.00% - 96.99% | 20% Credit |
| 93.99% or Below | 50% Credit |
Note: SLA credit is calculated only for the services affected. For example, if a Dedicated Server in Ashburn experiences downtime, only that specific server is eligible for SLA credit. Other unaffected services (e.g., a server in Utah) are not included in the credit calculation.
4. Claiming SLA Credit
To request SLA credit:
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Open a "Billing" support ticket on our website at https://clients.dedibyte.com.
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The ticket must be submitted within 72 hours AFTER the downtime has been resolved.
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Include details of the service affected, approximate time of the outage, and any supporting information.
5. SLA Credit Issuance
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All approved SLA credits are issued in the form of DediByte LLC account credit.
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Credits will be applied to your client account within 14 days of approval.
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SLA credits have no cash value and may only be used toward future purchases or renewals through our website.
6. Limitations and Final Ruling
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SLA credits shall not exceed 50% of the monthly recurring charge (MRC) for the affected service.
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The determination of eligibility and credit amount is at the sole discretion of DediByte, LLC.
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Repeated or excessive SLA claims may result in account review and possible termination for abuse.
By continuing to use DediByte LLC services, you acknowledge and accept the terms of this SLA policy.
