01Scope
This SLA covers shared web hosting, e-mail and DNS services provided by VAMAS on its own infrastructure, and network availability of VPS servers. It does not cover domains, third-party services, free or trial services, or the Client's content and applications.
02Guaranteed availability
VAMAS guarantees 99.9% monthly availability. Downtime is any period longer than 5 consecutive minutes during which the server does not respond to requests from multiple external monitoring points, as recorded by our monitoring system.
Monthly availability = (total minutes in month − minutes of downtime) / total minutes in month × 100.
03Exclusions
Downtime does not include interruptions caused by:
- scheduled maintenance announced at least 48 hours in advance, normally between 00:00 and 06:00;
- emergency security work to fix a critical vulnerability;
- the Client — its code, configuration, overload, breach of the Acceptable Use Policy or suspension for non-payment;
- DDoS and other attacks;
- third-party networks, services or registries, DNS propagation, or problems with the Client's Internet provider;
- force majeure.
04Credits
| Monthly availability | Credit (of the monthly fee for the affected service) |
|---|---|
| 99.0% – 99.9% | 5% |
| 95.0% – 99.0% | 10% |
| below 95.0% | 25% |
Credits are granted on written request to [email protected] within 15 days after the end of the month in which the downtime occurred. The Client must have no overdue invoices. Credits are deducted from the next invoice, are not paid out in cash and may not exceed 25% of the monthly fee.
Credits are the sole and exclusive remedy for service unavailability.
05Support
Support is available via tickets in the client area, by e-mail at [email protected] and by phone at +389 78 404 364, 24 hours a day, 7 days a week (24/7). Infrastructure monitoring is automated and also runs 24/7.
| Priority | Example | First response | Maintenance subscription |
|---|---|---|---|
| Critical | Service completely unavailable | 4 hours (24/7) | 2 hours |
| High | Important feature not working | 1 business day | 4 business hours |
| Normal | Questions, change requests | 2 business days | 1 business day |
Times refer to the first response and are targets, not guaranteed resolution times. For clients with a monthly maintenance subscription, on-site intervention in Skopje is normally provided the next business day, where included in the offer.
06Backups
Backups are taken according to the plan and kept for up to 30 days. Restores on request are normally completed within one business day and may be charged. VAMAS backups do not replace the Client's obligation to keep its own copies (see the Terms of Service).
This English text is a translation; the Macedonian version prevails. Questions: [email protected].