Service Level Agreement

Our Support team will respond to the client’s requests within 1 (one) hour. Once the Support team responds, the client will be provided with the estimated time needed to solve the problem or the confirmation that the problem has been resolved.
Emergency response time:

• no longer than 12 hours in case of critical issues;
  


• no longer than 1 day in case of non-critical issues.
  

Support has the right to refuse service to any client who switches to profanity and insults in communication.

The Serverhino support team provides assistance in writing in 4 languages: English, German, Russian and Ukrainian. Clients have the right to choose their preferred language when communicating with support specialists through the chat or the ticket system.

Should our infrastructure's performance notably deviate from the guaranteed values, email our team at ask@serverhino.com.

As a rule, we schedule the maintenance within our infrastructure from 00:30 to 4:30 Berlin time (UTC +1), and we will make every effort to notify you at least 5 days prior to the start of our maintenance work.

We provide refunds to our clients on these conditions:

• refunds are available for virtual servers (VPS), except for testing VPS, DRS.
  


• the request was sent within 5 calendar days after the initial payment.;
  


• refunds are only possible for the first ordered VPS service (excluding V-Test). If the client orders additional VPS tariffs/services, we consider the tariff/service to have met the customer's expectations. In this case, a refund cannot be provided on the basis of the order being a mistake or not meeting the client’s technical requirements;
  


• refunds are provided within 30 days after the note of cancellation;
  


• refunds can be denied in case the client violates the Terms of Service, or if protection measures have been denied by the customer if the resource is not available due to a DDoS-attack;
  


• refunds are denied in case a client loses their data after choosing to conduct their own data backup and does not have a recent backup copy of the data;
  


• refunds are provided after deducting all applied bonuses and promotions;
  


• refunds are denied in cases when the services ordered by a client were terminated or blocked as a result of the violation of the Terms and Conditions by the client;
  


• cryptocurrencies were not used for the payment;
  


• the client did not initiate a dispute for a chargeback through the payment system.
  


• refunds can only be made via PayPal or Bank Transfer EUR

Compensation is not paid out in cash but will be added to the customer's internal account in the billing.

In case of cancellation of VPS rental within 5 days from the date of activation, a full refund is provided, excluding payment system fees, provided the customer has a serious reason.

SLA does not provide compensation for damages or compensation for lost benefits.

Backups of client data are included with every VPS and DRS package. Reserve copies are created every 24 hours; 7 of the latest backups are stored at all times.

Copies of client data are provided by the technical support staff on-demand.