Our commitment to service quality includes fair compensation for any SLA breaches. Learn about our transparent credit system and how we ensure accountability.
VM6 Networks LTD
Company Number: 16553775
This policy outlines the circumstances under which VM6 Networks LTD ("we", "us", "our") may issue service credits or compensation to clients in the event of a breach of our Service Level Agreement (SLA).
Service credits are calculated based on your management tier and the duration of downtime experienced:
| SLA Tier | Uptime Guarantee | Downtime Threshold | Credit Issued |
|---|---|---|---|
| Unmanaged | 99.9% | > 43.2 mins/month | 5% of monthly fee |
| Semi-Managed | 99.95% | > 21.6 mins/month | 10% of monthly fee |
| Fully Managed | 99.99% | > 4.3 mins/month | 15% of monthly fee |
For extended outages that significantly exceed our SLA commitments, additional credits may be applied at our discretion based on:
Service credits may not be applicable in the following circumstances:
While most SLA credits are applied automatically, you can request manual review by:
We may update this policy to reflect changes in service levels or industry best practices. Clients will be notified of material updates via email or the client portal. Changes will be effective 30 days after notification unless otherwise specified.
If you have questions about our compensation policy or need assistance with a credit request, our support team is here to help:
This page was updated on 28th March 2025 and replaces the prior version in its entirety.