--- title: Service Level Agreement (SLA) description: Reliable hosting SLA outlining support levels, response times, network uptime, hardware replacement, DDoS protection, and paid service options. --- [Skip to content](https://help.ishosting.com/en/service-level-agreement-sla#main-content) English Show submenu for translations [![is\*hosting](https://help.ishosting.com/hubfs/Logo_Ishosting_mono-1.svg)](https://help.ishosting.com/en) - [Blog](https://blog.ishosting.com/en) - [Support](https://my.ishosting.com/en/tickets) Open main navigation Close main navigation - [Blog](https://blog.ishosting.com/en) - [Support](https://my.ishosting.com/en/tickets) - English Show submenu for translations - [Go to ishosting.com](https://ishosting.com/) [Go to ishosting.com](https://ishosting.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.ishosting.com/en) 2. [Documents and Policies](https://help.ishosting.com/en/documents-and-policies) 3. [General](https://help.ishosting.com/en/documents-and-policies#general) # Service Level Agreement (SLA) This Service Level Agreement (SLA) sets out the performance metrics such as applicable service levels, response times, service windows, and availability of the Services. ### 1. Definitions - **Planned Downtime**: Downtime specified by the Customer that is to be excluded from any calculation of an Outage Period. - **Equipment Replacement Time**: The period from the time Company engineers identify the defective Equipment until replacement is completed. - **Monthly Recurring Fee**: Fixed recurring Service Fee invoiced monthly. - **Network Availability**: The percentage of available network time in a month. - **Response Time**: The period measured from ticket submission until acknowledgment. ### 2. Standard Support Services #### 2.1. Provided Free of Charge The Company provides the following standard support services at no additional cost: - Target response time of **45 minutes** for a support request, with problem resolution in the order of the general queue. - Initial OS installation and configuration per client's request. - System reinstallation (unlimited for VPS; one free reinstallation per month for dedicated servers). - OS and kernel updates upon request or as deemed necessary. - Installation of a control panel of choice (\[link to list of supported panels\]). - Installation of main services (PHP, FTP, Apache, MySQL, etc.) and those listed in the order notes. - Assistance in diagnosing and fixing issues. - Configuration file modifications and system setting adjustments. - Data backup setup (FTP / rsync, etc.). - Password resets (free for Linux systems). - Basic server optimization for performance. - Additional module installation (PHP, Apache, Perl). - Server antivirus scans upon request. - Site migration from other hosting providers (unlimited number of sites). - VPS to dedicated server transfers within our hosting. - Reboots on demand. - Consultations and additional services are at our discretion. - Server monitoring system setup upon request. #### 2.2. Multilingual Support Customer support is provided in English and Russian, available **24/7/365**. #### 2.3. Support Scope The Company provides support only to direct customers, not to end-users of hosted services. #### 2.4. Disclaimer Support services are provided on a **best-effort basis**. The Company is not liable for damages unless caused by gross negligence or willful misconduct. Stated response and resolution times are targets, not guarantees. ### 3. Priority Support Services Customers may opt for a higher level of support, which includes: - **Faster response times** (target of 10 minutes for initial acknowledgment, expedited resolution). Note: stated response and resolution times are targets, not guarantees - **Performance monitoring** and advanced system optimization. - **Log analysis** to diagnose and resolve issues. - **Security enhancements** (firewall setup, basic DDoS protection for dedicated servers). - **Backup system setup**. - **Custom software installation and configuration**. - **Hotfix application** for security updates. Priority support is available on a subscription basis, with a minimum commitment of three months. ### 4. Network & IP Connectivity - **Network Availability**: 99.5% minimum uptime. - **Packet Loss**: No more than 0.3% monthly average. - **Latency**: - EU to EU: \<100ms - EU to US: \<200ms ### 5. Hardware Replacement In the event of hardware failure, the Company will replace defective equipment within **24 hours**, covering: - Switches - Servers - HDDs - RAM - CPUs - RAID controllers ### 6. DDoS Protection #### 6.1. Availability DDoS mitigation services will be available **99.8% of the time**. #### 6.2. Incident Response Times | **Severity** | **Definition** | **Initial Response Time** | | --- | --- | --- | | **P1** | Major disruption, services down due to attack | **1 hour** (24/7) | | **P2** | Repeatable inability to use service | **2 hours** (24/7) | | **P3** | Non-urgent inquiries or modifications | **1 day** (24/7) | ### 7. Costs Some administrative services are available **only on a paid basis**: | Service | VPS | Dedicated Server | | --- | --- | --- | | OS Reinstallation | Free | Linux: Once per month free, then $35; Windows: $35 | | OS Install from ISO | $25 | Linux: Free; Windows: $35 | | VPN Setup | $15 | $15 | | Additional VPN Configs | $15 | $15 | | Let's Encrypt Certificate Issuance | $15 | $15 | | **Change of main IP for VPS** | **$2 per change** (exceptions granted at Company discretion) | | | **Change of main IP for Dedicated Server** | **$25** | | | Password Reset | Free | Linux: Free, Windows: $35 | | VPS Recovery from Backup | Free | Individual file extraction: $15 | Priority support is **$35 per hour**, with a **$15 minimum per request**. ### 8. General Terms #### 8.1. Response Time Measurement Response times are measured from the moment a ticket is created until an engineer or support manager provides an initial response. #### 8.2. Responsibility Statement We strive to resolve all issues as efficiently as possible. However, resolution time varies by issue complexity. While we cannot guarantee fixed resolution times, we ensure a prompt and thorough approach to all reported issues. ### 9. Final Provisions This SLA is subject to change at the Company’s discretion. 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