24RACKS CLOUD S.L.
Service Level Agreement
General availability and maintenance criteria, subject to each product’s terms.
Scope
Metrics, measurement periods, credits and exclusions are only those expressly published or agreed for the ordered VPS, Dedicated, Game Hosting or Network product. This page creates no universal availability, bandwidth or credit guarantee.
LEGAL_REVIEW_REQUIRED: this item must be validated and, where appropriate, completed by legal counsel before final publication. No approved contractual SLA, availability percentage or credit has been confirmed.
Maintenance and exclusions
Availability measurement excludes reasonably notified scheduled maintenance, emergency maintenance, security action, Customer-caused failures, Customer software/configuration, attacks, third parties/upstreams outside reasonable control and force majeure unless product terms say otherwise.
Anti-DDoS
Mitigation aims to reduce attack impact within available technical capacity, policies and filtering profiles; it does not guarantee availability against every attack. Filtering, rate limiting, scrubbing, BGP diversion, ACLs, blackholing or null routing may be used where necessary.