This Service Level Agreement (SLA) outlines the service expectations and commitments provided by Veltra Digital, a division of Veltra Digital Solutions, LLC, for clients using our colocation, bare metal, VPS, and web hosting infrastructure.

1. Introduction

This agreement defines the levels of service expected and the remedies available to customers if these service levels are not met.

2. Service Commitment

We commit to a monthly uptime of 99.9% for our infrastructure services, excluding scheduled maintenance, customer-side issues, and force majeure events.

3. Downtime Compensation

If uptime falls below the guaranteed level, clients are entitled to service credits based on the following thresholds:

• 99.9% - 99.5% uptime: 5% monthly credit
• 99.5% - 98% uptime: 10% monthly credit
• 98% - 97% uptime: 25% monthly credit
• Below 97% uptime: 50% monthly credit

Credits must be requested within 7 days of the outage. Credits are applied to future invoices and are non-refundable.

4. Maintenance Notifications

We will provide advance notice for scheduled maintenance via status pages or email. Scheduled maintenance is excluded from uptime calculations.

5. SLA Exclusions

This SLA does not apply to service interruptions caused by:

• Customer misconfigurations or intentional changes
• Third-party application failures or unsupported software
• Force majeure events (e.g., natural disasters, legal mandates)
• Network issues beyond Veltra Digital's infrastructure
• Abuse or attacks exceeding our mitigation capabilities
• Violations of our Terms of Service or AUP

6. Customer Responsibilities

Customers are responsible for keeping contact and billing information current, maintaining backups, and using services in accordance with our policies.

7. Monitoring and Reporting

Veltra Digital uses multiple internal systems and third-party providers to monitor service availability. Uptime data is available to clients upon request.

8. Response and Resolution Times

Support response times vary based on issue severity. Critical infrastructure issues are addressed within 30 minutes. All other tickets will be acknowledged within 24 hours.

9. Termination of Agreement

Either party may terminate services with written notice. Refunds are not provided for early termination unless explicitly stated in a specific contract or SLA addendum.

10. Limitation of Liability

Veltra Digital is not liable for indirect or consequential losses, including data loss, business interruption, or revenue impacts due to service downtime.

11. Policy Modifications

We may update this SLA at any time. Significant changes will be communicated via email or through our control panel with a minimum of 7 days' notice.

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12. Contact Information

Questions regarding this SLA should be directed to: