Our SLA applies to all our services, including game servers, virtual private servers, dedicated machines, and webhosting.

As measured from our other locations, the physical network will have 99.9% availability. We also guarantee that Envision Servers networking hardware will not be responsible for greater than 0.3% average packet loss or more than 0.5ms of average packet delay variation (PDV).

Our machines will be available to run applicable services 99.9% of the time. Any time that a rented service is not able to run because of a hardware problem with the physical machine hosting that service will be considered equivalent to network downtime.

A staffmember will respond to any new support request made through our billing panel's support ticket page during our business hours within 2 hours, and any wait beyond this will be treated as if it were a network outage for the service. Performance issues caused by Envision Servers will be resolved within 24 hours of our determination of the source of the problem.

Effects from scheduled maintenance are not covered under this SLA. Each maintenance event will describe how the service will be affected.

This SLA is suspended for the target of Denial of Service attack (DoS/DDoS) during the attack. SLA provisions, including the provision of network availability, will continue to apply to other customers and services during such an attack.

If the SLA credit total for a single service in a month would total less than $1 (US), no credit will be issued for that service.

To request an SLA credit, the owner (primary user) of the covered service must contact Envision Servers through our billing portal within 48 hours of the infraction. The credit will be issued to the customer's account credit.

Time-based credits are calculated in the standard proportional manner, by taking the length of credited time and dividing it by the length of the service period, then multiplying by the cost of the service per period. For instance, if a service costing 1000 USD per month were to suffer one hour of network downtime, the monetary credit would be (1 hr)/(24 hours * 30 days) * (1000 USD), or 1.39 USD.