Service Level Agreement
Our uptime commitments and service credit policies.
Effective Date: January 2025
This Service Level Agreement (“SLA”) describes the uptime commitments and service credit policies of MIRhosting B.V. (“Company”, “we”, “us”), operating as AmsterdamColocation.com.
1. Uptime Commitment
We guarantee 99.99% uptime for power and network services on a monthly basis, excluding scheduled maintenance windows communicated at least 48 hours in advance.
2. Definitions
- Downtime: A period during which your colocated equipment is unreachable due to a failure in our power or network infrastructure.
- Scheduled maintenance: Planned maintenance communicated in advance, which is excluded from uptime calculations.
3. Service Credits
If monthly uptime falls below the guaranteed level, you are entitled to service credits applied to your next invoice:
- 99.9% – 99.99%: 5% credit
- 99.0% – 99.9%: 10% credit
- 95.0% – 99.0%: 25% credit
- Below 95.0%: 50% credit
4. Claiming Credits
To request a service credit, submit a support ticket within 7 days of the incident. Include the date, time, and duration of the downtime. Credits are applied after verification.
5. Exclusions
This SLA does not cover downtime caused by:
- Customer equipment failure
- Scheduled maintenance
- Force majeure events
- Actions or inactions of the customer
- DNS or external network issues outside our control
6. Maximum Credits
Total service credits in any calendar month shall not exceed 50% of the monthly recurring fee for the affected service.
AmsterdamColocation.com is operated by MIRhosting B.V., registered in the Netherlands.