Legal

Service Level Agreement (SLA)

Last updated: May 15, 2026

1. Availability guarantee

Baires Host guarantees 99.9% monthly network availability for all production services (Cloud VPS, Bare Metal and Game Servers). This guarantee covers network connectivity and hardware availability.

2. Exclusions

The availability guarantee does not cover: scheduled maintenance (notified 48 hours in advance), force majeure events, DDoS attacks exceeding contracted mitigation capacity, issues caused by the client or client software, or upstream provider interruptions.

3. Availability calculation

Availability is calculated as: (total minutes in month - unscheduled downtime minutes) / total minutes in month × 100. A month is considered 30 days (43,200 minutes). 99.9% equals a maximum of 43 minutes of monthly downtime.

4. Compensations

If monthly availability falls below 99.9%, the client may request credit: between 99.0% and 99.9% grants 10% of the affected service's monthly value; between 95.0% and 99.0% grants 25%; below 95.0% grants 50%.

5. Credit request

To request compensation, the client must open a ticket within 7 days of the incident, indicating date, time and duration of the interruption. Credits are applied as a discount on the next invoice and are not refundable in cash.

6. Support response times

Critical incidents (service completely inaccessible): initial response within 15 minutes. High incidents (significant degradation): response within 1 hour. Medium incidents (partial issues): response within 4 hours. General inquiries: response within 24 hours.

7. Scheduled maintenance

Scheduled maintenance is performed during low-activity windows (typically between 03:00 and 06:00 ART) and notified at least 48 hours in advance by email and client panel.

8. Monitoring

Baires Host continuously monitors infrastructure with automated systems. Current network and service status can be checked at status.baires.host.