Compensation Policy
Our commitment to service quality includes fair compensation for any SLA breaches. Learn about our transparent credit system and how we ensure accountability.
Company Information
VM6 Networks LTD
Company Number: 16553775
Policy Overview
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).
SLA Compensation Structure
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 |
Additional Credit Scenarios
Extended Outages
For extended outages that significantly exceed our SLA commitments, additional credits may be applied at our discretion based on:
- Duration of outage: Total time services were unavailable
- Impact assessment: Number of affected services and customers
- Root cause: Whether the outage was within our control
- Communication: Timeliness and quality of incident updates
How Credits Are Applied
Credit Processing
- Automatic Detection: Our monitoring systems automatically track uptime and identify SLA breaches
- Monthly Review: Credits are calculated at the end of each billing period
- Invoice Application: Approved credits will be applied to your next invoice and are non-refundable
- Notification: You'll receive an email notification when credits are applied to your account
- Account History: All credits are tracked in your client portal for transparency
Exclusions
Service credits may not be applicable in the following circumstances:
- Planned Maintenance: Scheduled maintenance with advance notice
- Force Majeure: Natural disasters, power outages, or events beyond our control
- Client-Side Issues: Problems caused by client applications or configurations
- Third-Party Services: Outages caused by external dependencies
- DDoS Attacks: Service disruption due to attacks targeting client services
- Suspended Services: Accounts suspended due to policy violations
Manual Credit Requests
How to Request Credits
While most SLA credits are applied automatically, you can request manual review by:
- Submitting a support ticket within 30 days of the incident
- Providing specific dates and times of the outage
- Including any relevant documentation or screenshots
- Our support team will review and respond within 48 hours
Policy Updates
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.
Questions About Compensation?
If you have questions about our compensation policy or need assistance with a credit request, our support team is here to help:
- Support Portal: Submit a ticket through your client area
- Email: support@vm6.co.uk
- Phone: +44 20 7946 0958
This page was updated on 28th March 2025 and replaces the prior version in its entirety.