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Service Level Agreement

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Introduction

This paper outlines our commitment to providing high-quality service. GPUYard has invested significant resources to establish one of the most resilient networks in the market. The following measures have been implemented to achieve this goal:

Network Resilience

  • Redundant routers and switches
  • Multiple upstream providers
  • Continuous 24x7 monitoring of critical network components

Support Communication Escalation

If you require support, please follow the communication escalation procedure outlined below:

Uptime Guarantee and Credits

GPUYard guarantees uninterrupted Internet transit (measured on a monthly basis) and continuous power supply with a 100% uptime commitment. However, if any service experiences Internet transit or power interruptions exceeding 100% uptime for a cumulative period of more than 1 hour within a month of service, the following terms apply:

  • Clients are eligible for a credit equivalent to 5% of the Recurring Monthly Fees for the affected services for each additional hour of unavailability.
  • Credits will not exceed 50% of the client's Recurring Monthly Fees for the respective month, unless otherwise specified.
  • Credit calculations will be based on increments of 1 hour of unavailability unless otherwise noted.

Exclusions

This agreement does not cover outages resulting from:

  • Equipment failures or events under the control of the client
  • Scheduled or emergency network and facility maintenance (will be communicated in advance via email and our website)
  • Outages exceeding 180 minutes per month due to scheduled maintenance

Credit Request Process

To request a credit, please follow these guidelines:

All credit requests must be submitted within 30 days of the incident. Please ensure that your account does not have any overdue payments when requesting an SLA credit.

DEDICATED SERVER HARDWARE SLA

GPUYard guarantees a swift response to hardware issues with a 12-hour hardware replacement SLA for all current dedicated server offerings. The 12-hour countdown starts upon the confirmation of a hardware problem via a ticket response, provided that immediate maintenance is specified.

Hardware Replacement SLA

If the hardware isn't replaced within the initial 12-hour timeframe after the issue is detected, you have the option to request a 10% SLA credit. An additional 10% credit can be claimed for every subsequent 12-hour period of delay.

To initiate a credit request, please email the outage details and duration to [email protected]. It's important to note that credit requests must be submitted within 30 days of the incident, and the total credit amount cannot exceed 50% of the monthly fee for the affected server.

Service Availability Guarantee

GPUYard is committed to delivering a minimum of 100% uninterrupted access to your website, email, and related services. In the event that your services experience downtime exceeding 0.01% cumulatively in any given month, you are entitled to a credit equal to:

  • 5% of your pro-rated recurring monthly fees for that month.
  • An additional 5% for each extra hour during which your website or related services remain unavailable.

This credit cannot exceed 50% of your monthly recurring charges.

Exclusions

All credit calculations are based on increments of 1 hour of unavailability. Please be aware that this agreement does not cover outages resulting from:

  • Client errors or account transfers.
  • Scheduled or emergency network and facility maintenance (which will be communicated in advance through our Billing Department webpage).

Scheduled or emergency maintenance will not exceed 2 hours per month.

Credit Request Process

The maximum credit amount for any client will not surpass 50% of their Recurring Monthly Fees for the relevant month. All credit requests must be made within 30 days of the outage.

To request a credit, please send an email to [email protected] including your account name, the outage's duration, and the time span.

ULTIMATE DDoS MITIGATION SLA

The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) offers customers a set of assurances and solutions related to GPUYard's performance in delivering DDoS Protection Service, specifically for Layer 3 to Layer 4 (as defined below).

Key Terms

  • Ultimate DDoS Protection (UDM): This refers to the service provided by GPUYard to mitigate the effects of Denial of Service Attacks on customers' Internet connectivity, which is delivered via the GPUYard Backbone.
  • GPUYard Backbone: This is GPUYard's network infrastructure, owned and operated solely at selected points of presence where GPUYard offers DDoS Protection Service (referred to as "Selected POPs").
  • GPUYard Network Operations (GPUYard NOC): This consists of the team at GPUYard responsible for operating, monitoring, and supporting the network infrastructure exclusively within the Selected POPs where GPUYard provides DDoS Protection Service (DDoS Protection).
  • GPUYard Network Security (GPUYard Security): The team is responsible for operating, monitoring, and supporting DPS Core.
  • DDoS Attack (Attack): Denotes a Denial of Service attack on the Internet connectivity provided to customers over the GPUYard Backbone.
  • DDoS Mitigation Event (Event): Refers to the steps taken by GPUYard Network Security, utilizing the Backbone, to reduce the adverse impacts caused by an Attack.
  • Effective DDoS Mitigation: This describes the point at which an Attack's impact on GPUYard customer traffic is reduced or completely eliminated by GPUYard’s mitigation systems.