Service Level Agreement

99.9% Uptime on Power and Network

Valeo Host (a subsidiary of Blue Matter Group, L.L.C.) will provide, to each client dedicated server, cloud, and hosted services, both a minimum of 99.9% uninterrupted transit to the Internet and a minimum of 99.9% uninterrupted access to electricity. Valeo Host offers clients the following considerations in the event that Valeo Host fails to provide both 99.9% uninterrupted transit to the Internet a 99.9% uninterrupted access to electricity:

  1. Should transit to the Internet or electricity to a client dedicated server, cloud, or hosted services become unavailable for a cumulative period of up to 5 minutes beyond the 99.9% minimum in any month of service, the client will be entitled to receive credit for the equivalent to 20% of the client’s Recurring Monthly Fees for that month that would otherwise be payable to Valeo Host for the affected services.
  2. Should transit to the Internet or electricity remain unavailable for a cumulative period beyond 5 minutes, the client will be entitled to an account credit equivalent to 20% of the client’s Recurring Monthly Fees for the month that would otherwise be payable to Valeo Host for the affected services for each cumulative 1 hour period that network or power is unavailable.

All credits pursuant to section 2 above shall be calculated in 1 hour periods. Any and all credits issued in accordance with this SLA during any one month’s time related to any single dedicated server, cloud, or hosted service shall not exceed 100% of the Recurring Monthly Fees for that single dedicated server, cloud, or hosted service that would otherwise be payable to Valeo Host during that month for the affected services.

No part of this agreement covers outages or other service interruption that is caused by equipment and/or events that are the effect of or under the control of the client. No part of this agreement shall cover loss of power to a server as a result of the client’s utilization of remote power management tools that may be made available to them by Valeo Host.

No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack. No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance. All scheduled or emergency network and systems maintenance will be announced via the News tool in the Valeo Support System, located at http://support.valeohost.com/. Clients are encouraged to regularly check this page for upcoming network and systems maintenance announcements.

No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within 5 days of the incident. All requests for credits must be made by creating a support ticket at http://support.valeohost.com/.

Valeo Host Guarantee

  • 99.9% Uptime
  • 24x7x365 Support
  • Enterprise Datacenters

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