Legal

Service Level Agreement (SLA)

Last updated: May 31, 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 exclusively covers network connectivity provided by Baires Host and the availability of physical hardware under its direct control.

2. SLA exclusions

The availability guarantee does NOT cover or apply in the following cases: scheduled maintenance (notified at least 48 hours in advance), force majeure events (natural disasters, conflicts, pandemics, government regulations), DDoS attacks exceeding standard included mitigation capacity, problems caused by the client (software, configuration, resource overload), upstream or transit provider interruptions, external DNS issues, client application or software failures, trial periods or free services, services suspended for non-payment or terms violation, and any interruption lasting less than 5 consecutive minutes.

3. Availability calculation

Monthly availability is calculated as: (total minutes in month - eligible downtime minutes) / total minutes in month x 100. Only interruptions meeting ALL of the following conditions are counted: duration exceeding 5 consecutive minutes, caused by infrastructure under Baires Host direct control, not excluded by section 2, and verifiable by Baires Host monitoring systems. The final availability determination is made exclusively by Baires Host based on its internal records.

4. Compensations (service credits)

If verified monthly availability falls below 99.9%, the client may request credit according to the following table: between 99.0% and 99.89% grants a credit of 5% of the affected service monthly value; between 95.0% and 98.99% grants 15%; below 95.0% grants a maximum of 30%. The maximum accumulated credit in a calendar month cannot exceed 30% of the affected service monthly value. Credits are the ONLY and EXCLUSIVE compensation available under this SLA.

5. Credit request procedure

To request compensation, the client MUST: open a ticket within 5 calendar days after the incident (late requests will be rejected), indicate the exact date and time of start and end of the interruption, describe the observed impact, and provide reasonable evidence (logs, screenshots). Baires Host will evaluate the request within 10 business days. Baires Host decision on credit eligibility is final.

6. Nature of credits

Service credits: apply exclusively as a discount on the next invoice of the affected service, are NOT refundable in money under any circumstances, are NOT transferable to other services or accounts, are NOT cumulative between periods, and expire if the client cancels the service. Credits do not constitute acknowledgment of liability by Baires Host.

7. Support response times

Baires Host commits to the following initial response times (not resolution times): Critical incidents (service completely inaccessible): 30 minutes. High incidents (significant performance degradation): 2 hours. Medium incidents (partial issues without total impact): 8 hours. General inquiries and requests: 24 business hours. These times are operational objectives and their non-compliance does not generate right to additional compensation.

8. Scheduled maintenance

Scheduled maintenance is preferably performed during low-activity windows (03:00-06:00 ART) and notified at least 48 hours in advance. In emergency situations requiring immediate intervention to protect infrastructure, Baires Host may perform maintenance without prior notice. Scheduled maintenance time is not counted as downtime for SLA calculation.

9. Monitoring

Baires Host continuously monitors its infrastructure with proprietary automated systems. Baires Host monitoring records are the authoritative source for determining service availability and credit eligibility. External client monitoring tools may be used as complementary reference but are not determinative.

10. General SLA limitations

This SLA: does not apply to trial, beta or free services; does not apply to accounts with overdue invoices or in suspension status; does not grant rights to third parties; is subordinate to the general Terms of Service in case of conflict; and may be modified with 30 days prior notice. The maximum total compensation under this SLA shall never exceed the value of one month of the affected service.