Legal
Service Level Agreement
Our commitment to uptime, performance, and service quality.
Effective: January 11, 2026
99.99%
Network Uptime
4 Hours
Hardware Replacement
24/7
Technical Support
1. Network Uptime Guarantee
TakeSV guarantees 99.99% network availability measured on a monthly basis. This translates to less than 4.32 minutes of downtime per month.
Credit Schedule:
- 99.9% - 99.99%5% credit
- 99.0% - 99.9%10% credit
- 95.0% - 99.0%25% credit
- Below 95.0%50% credit
2. Hardware Guarantee
In the event of hardware failure, TakeSV commits to the following response times:
- Hardware diagnosis within 30 minutes of ticket submission
- Component replacement within 4 hours (standard parts)
- Full server replacement within 24 hours if repair is not possible
- Free data recovery assistance from failed drives when possible
3. Support Response Times
Our support team operates 24/7/365 with the following response time targets:
Critical
15 min
Server down
High
1 hour
Degraded service
Normal
4 hours
General inquiries
4. Exclusions
The following are not covered by this SLA:
- Scheduled maintenance (announced 48 hours in advance)
- DDoS attacks exceeding our mitigation capacity
- Customer-caused issues or misconfigurations
- Force majeure events
- Issues with third-party software or services
- Network issues outside our infrastructure
5. Claiming Credits
To claim SLA credits, submit a support ticket within 7 days of the incident. Include the affected server, date/time of the incident, and a description of the impact. Credits will be applied to the next billing cycle and cannot be exchanged for cash. Maximum credit per month is 50% of monthly service fee.