Service Level Agreement

Last updated: 2026-09-18

1. Purpose

This document describes the service level Gandomhost targets for its VPS services. It is not a fully binding contractual guarantee, but reflects the standard we hold ourselves to.

2. Network uptime target

Gandomhost targets a minimum of 99.5% monthly uptime for its VPS network and hosting infrastructure. This figure excludes scheduled maintenance windows.

3. Scheduled maintenance

When infrastructure maintenance that may cause temporary downtime is required, customers are notified at least 24 hours in advance by email or via a notification in the customer panel, except in urgent security situations.

4. Backups

VPS plans include free backup space, but customers remain ultimately responsible for maintaining backups of their critical data. We recommend customers also keep independent backups of important data.

5. Technical support

Support requests are handled via ticket or the channels listed on the site. Our support team aims to respond as quickly as possible; exact response times vary with request volume.

6. Exclusions

This commitment does not cover downtime caused by factors outside Gandomhost's control (natural disasters, nationwide internet outages, DDoS attacks, or national telecom/infrastructure actions), customer misconfiguration, or non-payment of invoices.

7. Requesting a credit

If the uptime target is not met in a given month due to a failure attributable to Gandomhost, customers may submit supporting evidence via a support ticket to request a credit (applied to a future billing period). Final review and approval of each request is at Gandomhost's discretion.