Service Level Agreement

1. Service Availability & Support

1.1 Uptime Commitment

ElysianHosting guarantees a 99.9% annual uptime for all hosting services, including VPS and dedicated servers. Our continuous monitoring systems ensure rapid detection and response to any service anomalies.

1.2 Technical Support

Our support team operates 7 days a week with guaranteed response times:

• Critical issues: 2 hour maximum response time
• Standard requests: 8 hour maximum response time

Support is available through our ticketing system and email.

2. Service Monitoring & Compensation

2.1 24/7 Monitoring

All services benefit from round-the-clock monitoring by both automated systems and qualified personnel to maintain optimal reliability.

3. Incident Response & Resolution

3.1 Critical Incident Handling

For critical service disruptions, we guarantee immediate attention with resolution times proportionate to the issue severity.

3.2 Non-Critical Requests

Standard service requests will receive a response within 1 business day.

4. Scope & Policy Modifications

4.1 Covered Services

This SLA applies to all ElysianHosting services unless otherwise specified in individual service agreements.

4.2 Policy Changes

We reserve the right to modify this SLA. Substantial changes will be communicated to users 30 days in advance. Users may accept the changes or terminate their service at the end of their current billing period without penalty.

5. External Factors & Limitations

5.1 Force Majeure

ElysianHosting cannot be held responsible for service interruptions caused by events beyond our reasonable control, including:

• Natural disasters
• Large-scale cyber attacks
• Third-party infrastructure failures
• Datacenter-wide outages
• Fiber optic disconnections
• DDoS protection system failures
• Physical hardware failures
• Virtualization panel errors

5.2 Incident Communication

During any service disruption, our status page will provide clear information about the issue and estimated resolution time. While we implement advanced monitoring systems to minimize disruptions, we cannot guarantee complete immunity from technical issues caused by external factors.

6. Maintenance Procedures

6.1 Scheduled Maintenance

Planned maintenance windows for system updates, upgrades, or repairs will be announced in advance. Downtime during scheduled maintenance does not count against our uptime guarantee.

6.2 Emergency Maintenance

Unplanned maintenance may be required to address unexpected issues. We will make reasonable efforts to notify users promptly. Service credits may be issued for extended emergency maintenance periods.

7. Contact Information

For questions about this SLA or to report service issues, please contact our support team at support@elysianhosting.com.