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SERVICE LEVEL AGREEMENT (SLA) — DP HOST

This English version is a courtesy translation. The Portuguese version is the legally binding text and prevails in case of any difference.

Document under legal review. Values in square brackets may still change.

Last updated: Oct 15, 2026

1. Purpose

This SLA defines the expected availability of the DP HOST VPS infrastructure and the compensation in case of non-compliance.

2. Availability commitment

DPHOST seeks to maintain 99% monthly availability of the VPS network and virtualization infrastructure.

Availability = (minutes in the month − minutes of unavailability) ÷ minutes in the month × 100.

3. What does NOT count as unavailability

  • Scheduled maintenance announced at least [24–48] hours in advance.
  • Failures caused by the Customer: configuration, software, operating system, a VPS that has run out of resources, an attack caused by a vulnerability on the Customer's side.
  • Suspension for non-payment or violation of the Terms.
  • DDoS attacks and force majeure events beyond the reasonable control of DPHOST or the data center.
  • Network problems outside the infrastructure (the Customer's internet connection, intermediate providers).
  • Failures of applications, websites, databases or services installed by the Customer.
  • Shutdowns of Windows Server evaluation versions due to lack of activation with the Customer's license (Terms of Service, clause 2.5).

4. Compensation

If monthly availability falls below the commitment, the Customer is entitled to a credit on the next invoice:

Availability in the month Credit (% of the monthly fee of the affected VPS)
Less than 99% and down to [97.0]% [5]%
Less than [97.0]% and down to [95.0]% [15]%
Less than [95.0]% [30]%
  • The credit is the sole compensation for unavailability, limited to [30]% of the monthly fee.
  • It is not paid in cash and cannot be combined with other compensation.

5. How to request it

The Customer must open a ticket within [7] days after the end of the affected month, stating the VPS, the time and a description of the problem. DPHOST will check it against its own records and those of its supplier.

6. Support

  • Channels: tickets through the client area and email at contato@dphost.com.br. There is no WhatsApp support at this time.
  • Response time: tickets are answered within 48 hours.
  • Infrastructure incidents are handled as a priority.

7. Backup

This SLA does not cover backup or recovery of the Customer's data; the backup service, when purchased, follows the rules described at the time of purchase.

8. Review

DPHOST may update this SLA with [15] days' prior notice.