LLHOST Service Level Agreement (SLA)
1. Scope and Applicability
This SLA applies to Virtual Private Server (VPS) services provided by LLHOST (BRAINOZA OÜ) via the website llhost.eu. It defines the guaranteed level of service availability and the terms of compensation in case of unplanned downtime.
Uptime tracking begins once the VPS status is marked as “Active” in the Client Area.
2. Guaranteed Uptime
LLHOST guarantees a monthly uptime of 99.99% for each active VPS.
For reference, in a 30-day month (43,200 minutes), this corresponds to a maximum allowable downtime of approximately 4.32 minutes per month.
3. Definition of Downtime
"Downtime" is defined as any period during which the VPS is completely inaccessible due to infrastructure-level issues under LLHOST's control (e.g., hardware failure, hypervisor crash, datacenter power outage).
Downtime does not include:
- Scheduled maintenance (with at least 24 hours' prior notice)
- Issues caused by the client’s software, configurations, or network settings
- DDoS attacks or abuse originating from the client’s instance
- General DDoS attacks affecting shared infrastructure
- Force majeure events (natural disasters, war, government-mandated shutdowns, etc.)
- Issues related to third-party services or upstream providers
LLHOST’s internal monitoring systems are the sole authoritative source for determining uptime. Third-party monitoring tools will not be considered valid evidence of downtime.
4. Compensation
If uptime for a given VPS falls below 99.99% in a calendar month, the client may request compensation in the form of service credits applied to their LLHOST account balance.
| Uptime Achieved | Service Credit |
|---|---|
| 99.95% – 99.99% | 5% |
| 99.90% – 99.94% | 10% |
| 99.00% – 99.89% | 25% |
| < 99.00% | 50% |
- Are applied to the client’s LLHOST account balance
- May be used to pay for future LLHOST services
- Cannot be withdrawn, refunded, or converted to cash
- Are not applicable to trial or promotional services
5. Requesting Compensation
To request a service credit, the client must submit a ticket to the Sales Department via the Client Area no later than 5 calendar days after the end of the affected month.
The request must include:
- VPS Service ID
- The dates/times of the affected period
- A description of the observed impact
LLHOST will review the request using its internal monitoring data and system logs. LLHOST’s determination of uptime shall be final and binding.
6. Limitations
- This SLA applies only to VPS services. It does not cover other services such as DNS hosting or domain registration
- The total amount of service credits granted for a VPS service shall not exceed 100% of its monthly fee
- Only active, fully paid services are eligible for compensation
- SLA-based compensation is not available for services that were suspended or restricted due to violations of the Acceptable Use Policy (AUP)
7. Revisions
LLHOST reserves the right to modify this SLA at any time. Clients will be notified of material changes via the Client Area and/or by email.
The latest version of this SLA is always available at: https://llhost.eu/sla