Service Level Agreement

Service Level Agreement (SLA) for 99.99% Uptime Guarantee

This Service Level Agreement (SLA) defines the agreements and guarantees regarding the uptime of the services, including exclusively dedicated servers, colocation and transit, provided by RoyaleHosting B.V.. The objective is to guarantee an uptime of 99.99%, which means minimum downtime.

• RoyaleHosting B.V.: The party providing the services and responsible for complying with this SLA.
• Customer: The party who purchases the services from RoyaleHosting B.V..
• Uptime: The period during which the services are available and operational, measured as a percentage of the total agreed time.

• RoyaleHosting B.V. guarantees an uptime of 99.99% for the services provided.
• The uptime is calculated on a monthly basis.

• The following situations are excluded from the uptime calculation:
  a. Scheduled maintenance: Announced maintenance for which advance notice is given to the customer.
  b. Unforeseen circumstances: Situations beyond the control of RoyaleHosting B.V., such as but not limited to: natural disasters, power outages, DDoS attacks, or governmental restrictions.

• If the actual uptime in a given month is less than 99.99%, the customer will be entitled to compensation as described below:
  a. Uptime of 99.90% - 99.98%: 10% discount on the monthly bill for the relevant service.
  b. Uptime of 99% - 99.89%: 25% discount on the monthly invoice for the relevant service.
  c. Uptime lower than 99%: 50% discount on the monthly invoice for the relevant service.

• The customer must submit a written reimbursement request to RoyaleHosting B.V. within 7 days after the end of the relevant month.
• The reimbursement request must include the start time and duration of the documented downtime along with other relevant information.

• RoyaleHosting B.V. is not responsible for any indirect, incidental, consequential or special damages arising from the failure to comply with the uptime guarantee.
• The allowances described in this SLA are the sole and exclusive allowances available to the customer.

• RoyaleHosting B.V. reserves the right to revise and update this SLA upon written notice to the customer.