Service Level Agreement
Our commitment to service quality, uptime guarantees, and support standards across all hosting tiers. Transparent SLA terms that define what you can expect from VM6 Networks.
Company Information
VM6 Networks LTD
Company Number: 16553775
Quick Navigation
1. Introduction
This SLA outlines the levels of service provided by VM6 Networks LTD ("we", "us", "our") for VPS Hosting and Dedicated Server clients. It defines the scope of support, responsibilities, and expectations across three tiers of management.
2. Service Levels
Level 1: Unmanaged Hosting
Included: Network uptime, hardware diagnostics/replacement, datacentre infrastructure
Client Responsibility: OS install, software management, backups, and security
Support: 24/7 ticket-based support for hardware/network issues only
Uptime Guarantee: 99.9% network and power availability
Backups: Weekly backups (1 retention)
Level 2: Semi-Managed Hosting
Includes all Unmanaged features, plus:
- OS patching (Linux/Windows)
- Weekly backups (2 retention)
- Basic firewall and security hardening
- Server health monitoring (CPU, RAM, disk)
Support: 24/7 for OS and software-related issues, control panel setup assistance
Uptime Guarantee: 99.95%, 4-hour response time for critical issues
Level 3: Fully Managed Hosting
Includes all Semi-Managed features, plus:
- Proactive monitoring and response (24/7)
- Daily backups (14-day retention)
- Malware scanning and removal
- Performance tuning and full-stack patching
Support: Priority 24/7 with 2-hour response SLA, hands-on migration & DNS support
Uptime Guarantee: 99.99% with 2-hour response / 4-hour resolution SLA
3. Service Comparison Table
| Service | Unmanaged | Semi Managed | Fully Managed |
|---|---|---|---|
| Network Monitoring & Datacentre Support | ✓ | ✓ | ✓ |
| Hardware Diagnostics & Replacement | ✓ | ✓ | ✓ |
| OS Installation & Updates | ✗ | ✓ | ✓ |
| Security Hardening & Firewall Setup | ✗ | ✓ | ✓ |
| Automated Off-site Backups | Weekly (1 Retention) | Weekly (2 Retention) | Daily (4 Retention) |
| Control Panel Support (e.g., cPanel, DA) | ✗ | ✓ | ✓ |
| Software Troubleshooting | ✗ | ✗ | ✓ |
| Malware Scanning & Removal | ✗ | ✗ | ✓ |
| Proactive Monitoring & Remediation | ✗ | ✗ | ✓ |
| Performance Tuning | ✗ | ✗ | ✓ |
| SLA Response Time | Best Effort | Within 4 hours | Within 2 hours |
| Client Responsibility | All | Apps & Custom Software | Minimal (we handle it all) |
4. Exclusions
This SLA does not cover:
- External force majeure events (natural disasters, power outages beyond our control)
- Planned maintenance windows (with advance notice)
- Misuse or abuse in violation of our Terms of Service
- Third-party software or service failures outside our infrastructure
5. Monitoring & Reporting
Infrastructure Monitoring
We provide 24/7 infrastructure monitoring across all service tiers. Our monitoring systems track:
- Network connectivity and latency
- Server hardware health and performance
- Power and cooling systems
- Service availability and response times
Semi and Fully Managed clients can request uptime and incident reports at any time through our support portal.
6. Compensation
Service Credits
Service credits may be issued in accordance with our Compensation Policy should we fail to meet stated uptime guarantees.
Credits are calculated based on the percentage of downtime experienced and the affected service tier's SLA commitment.
Questions About Our SLA?
If you have questions about our Service Level Agreement or need clarification on any aspect of our service commitments, please don't hesitate to contact our support team. We're here to ensure you understand exactly what to expect from your VM6 Networks hosting service.
This page was updated on 12th August 2025 and replaces the prior version in its entirety.