Service Level Agreement (SLA)
Version 1.0 – Last update: November 2025
Total transparency on our availability, performance and technical support commitments.
1. Purpose of the contract
This Service Level Agreement (SLA) defines SunServ's commitments regarding availability, performance, and technical support for all hosting services offered.
By subscribing to a SunServ service, the client acknowledges having read and accepted the terms of this SLA.
2. Scope
This contract covers the following services:
- VPS and Game Servers (e.g., FiveM, Minecraft, RedM, etc.)
- SunServ Dedicated Servers
- Network services (anti-DDoS, load-balancing, DNS, routing)
- Client interface and SunServ website
3. Availability commitments
3.1 Guaranteed availability
SunServ commits to maintaining a minimum monthly availability rate of 99%, measured excluding scheduled maintenance.
| Level | Availability | Max downtime / month |
|---|---|---|
| Guaranteed (SLA) | 99 % | ≤ 7 h 18 min |
| Objective | 99,5 % | ≤ 3 h 39 min |
| Long-term target | 99,9 % | ≤ 43 min |
3.2 Exclusions
The following interruptions are not included in SLA calculation:
- Scheduled maintenance announced at least 24 hours in advance.
- Interruptions due to external DDoS attacks that cannot be neutralized despite mitigation.
- Outages caused by client error (misconfiguration, overload, etc.).
- Force majeure (natural disaster, major provider incident, etc.).
4. Monitoring and transparency
SunServ publishes service performance on its official status page:
status.sunserv.xyz
Each recorded incident includes: date, affected service, duration, identified cause, and corrective measures.
5. Technical performance
Storage
- NVMe Gen4 Disks
- Internal fio tests available
- Average latency < 2 ms
Processors
- AMD Ryzen 9 9950X or equivalent
- High single-core performance
- No throttling
Network
- 1 Gbit/s minimum
- Intra-France latency < 35 ms
- iperf3 tests available
6. Security and anti-DDoS protection
- CCShield filtering active 24/7, optimized for game traffic (Game / L7 profile).
- Automatic mitigation of volumetric and application attacks.
- Immediate escalation via support in case of incident.
7. Backups and reversibility
- Automatic daily backups with minimum 7-day retention.
- Full data export possible (snapshot, disk image, or SQL).
- Guaranteed reversibility: SunServ facilitates migration to another provider upon request.
8. Customer support
Technical support available 24/7 via ticket.
Target response time:
| Incident type | Response time |
|---|---|
| Critical incident | ≤ 1 h |
| Standard incident | ≤ 6 h |
| Information request | ≤ 24 h |
9. Penalties
If availability falls below 99%, the client may request a credit:
| Availability | Compensation |
|---|---|
| 98–99 % | 10% of monthly amount |
| 95–98 % | 25% of monthly amount |
| < 95 % | 50% of monthly amount |
Credits are applied to the next invoice.
10. Responsibilities
SunServ SunServ guarantees the maintenance, security, and availability of its infrastructure.
The client remains responsible for their configurations, local backups, and administrative access.
11. Duration and modification
This contract remains applicable for the duration of the service.
SunServ reserves the right to make modifications, which will be published on this page with immediate effect.
12. Electronic signature
By subscribing to a SunServ service, the client accepts the entirety of this SLA's terms.
No handwritten signature is required.
SunServ – Cloud and game hosting.
For any questions about this SLA, contact: [email protected]