Service Level Agreement
Last Revision: 18 June 2022
Introduction
By using services rendered by Wyvern, you automatically agree to our Service Level Agreement (herein referred to as “SLA”), including all the clauses listed within it. If you do not agree, you must cease use of the service immediately.
We reserve the right to update or modify any part of the SLA, at any time, without prior notice. It is your responsibility to periodically review the SLA and update yourself with the changing provisions. You will be notified of any changes within the privacy policy by the “Last Revision:” section at the start of this page.
By continuing to use our service, you represent and warrant that you either i) are above the age of thirteen (“13”) or ii) have written parental consent that can be submitted to Wyvern, upon request, verifying the fact that parental consent exists for you to continue use of our service.
Outage credits
In accordance with the procedure outlined below, you must initiate a support ticket and request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, Vultr must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Vultr determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit using the table below:
| Less than 15 minutes | 99.99% | No SLA Applicable |
| 16-60 Minutes | 99.95% | 24 Hours Credit |
| 1-2 Hours | 99.90% | 48 Hours Credit |
| 2-6 Hours | 99.50% | 72 / month |
| 7+ Hours | 99.00% | 168 Hours Credit |
Scope of the SLA
Our clients will be compensated as per the terms set out below.
To apply for service compensation, you must create a ‘Service Level Agreement claim’ via a billing support ticket on our client panel from the appropriate client account. We do not accept claims from a client account not associated with the affected service. Such a ticket must be submitted within one week (seven days) of the start of the incident that led to the outage.
All SLA claims will be investigated by our team, who will assess whether the SLA claim is compliant with the terms of this agreement. The decision to uphold the claim is at the sole discretion of Wyvern, and any claims we believe to be fraudulent will be immediately rejected. We reserve the right to deny SLA claims if we believe that the client has purposefully attempted to cause a service disruption to claim against this policy.
The SLA is only valid for direct clients. We cannot be held liable for downtime caused by any reseller of our services. We may choose, without prejudice, to compensate for outages that fall outside of this policy.
Limitations of the SLA
Our SLA does not apply to the following circumstances which lead to service interruptions.
To support our service, we may occasionally carry out maintenance on our service that results in temporary downtime. We will, however, announce all planned maintenance via an email, on our Discord server, and on our website in easily accessible locations, but will not compensate clients for such downtime.
We will not compensate clients for interruptions or outages not caused by Wyvern, such as the client installing third-party files, software, or custom scripts, nor will we compensate clients should they exceed the allocated resources dedicated to their service which then leads to interruptions or outages.
Formal Enquiries
If you have any questions or concerns regarding the Service Level Agreement related to our website, please feel free to contact us at the following email, telephone number or mailing address.
Email: [email protected]
Mailing Address:
Nordblade Ltd
21a Molesworth Street
Wadebridge, England PL27 7DD