Resolvo Cloud

Service Level Agreement

Last updated 09/10/2025

At Resolvo Cloud, we are dedicated to providing our clients with exceptional hosting services. This Service Level Agreement (SLA) outlines the terms and conditions for ensuring uninterrupted service quality. This SLA applies to all clients utilizing our shared and dedicated hosting services.

Service Uptime Guarantee

We offer a 99.9% uptime guarantee for our hosting services. We are committed to maintaining our infrastructure to ensure high availability and minimal service disruptions. Our goal is to provide a reliable and stable hosting environment for your online presence.

Reporting SLA Violations

In the event of service downtime or issues, clients should promptly report them to our support team. To initiate a request for SLA Credit, please open a billing ticket through our designated system. We guarantee a swift response to address your concerns and provide assistance.

Definition of Service Downtime

Service Downtime refers to any unforeseen interruption in Service Availability that prevents clients from accessing our services as described in their service plan. Such an interruption is categorized as Downtime when it is confirmed to originate from a problem within Resolvo Cloud services or its network segment, as verified by Resolvo Cloud. Downtime is quantified as the cumulative duration of the unplanned disruption in Service Availability within a given calendar month.

Third-Party Software or Hardware

Resolvo Cloud is not accountable for any unplanned outages resulting from failures in third-party software or hardware. We will, however, provide notifications and support in addressing such issues promptly.

SLA Credit

SLA Credits apply when a service remains inaccessible for a continuous period exceeding 15 minutes. For every additional hour of uninterrupted downtime following the initial 15 minutes, the client will receive a credit equivalent to 3% of the monthly bill for the affected services. This credit can accumulate up to the full value of the service, capped at 100%.

Service Level Agreement Exclusions

SLA Credit and refunds do not apply to certain events and scenarios, including but not limited to:

• Acts of nature, such as extreme weather events affecting data centers or as specified by applicable laws.
• Any illegal activities directed against the client or initiated by the client, including but not limited to DDoS attacks, illicit server activities, and terminations.
• Downtime resulting from internet unavailability due to issues on the client's end, including disruptions to the client's own internet connection or uptime that are not attributable to Resolvo Cloud.
• Instances where the client exceeds the allocated resources specified in their plan.

Governing Law

This Service Level Agreement is governed by the laws of the Kingdom of Norway. In the event of any disputes or legal concerns arising from this agreement, both parties agree to the exclusive jurisdiction of the courts of the Kingdom of Norway.

Periodic Review

We regularly review and update our SLA to ensure it aligns with industry standards and best practices. Clients will be notified of any modifications to this SLA.

Contact Information

For questions, concerns, or support regarding this SLA, please contact our support team at legal@resolvocloud.com (opens in new tab)