Service Level Agreement

Effective Date: 28/05/2025
Applies to: All RedSwitches Dedicated Server and Bare Metal Server customers

This Service Level Agreement (“SLA”) outlines RedSwitches’ commitment to providing reliable, secure, and high-performance hosting services. It forms part of your agreement with us and is subject to the terms of the Master Service Agreement (MSA).

1. Overview

RedSwitches strives to deliver enterprise-grade server availability, hardware integrity, and support responsiveness. This SLA covers:

• Network uptime
• Hardware replacement timelines
• Support access and responsibilities
• Scheduled maintenance policies

For any questions regarding this SLA, please contact: [email protected]

2. Definitions

• Downtime: The period during which a customer’s service is unavailable due to network or hardware failure within RedSwitches’ control.
• Uptime: The percentage of total time during which the services are available.
• Business Day: Any weekday that is not a public holiday.
• Problem Identification: The point at which a RedSwitches technician determines a service issue (after the customer opens a support ticket).
• SLA Credit: A service credit offered to compensate for SLA violations (where applicable under contract terms).

3. Network Uptime Guarantee

RedSwitches guarantees 99.99% monthly network uptime, excluding scheduled maintenance.

Network Downtime:

• Defined as inability to transmit or receive data due to failure of RedSwitches-owned network equipment.
• Measured from the moment a ticket is opened until the issue is resolved.

4. Hardware Replacement

In case of hardware failure:

• Hardware replacement will be completed within 8 hours of problem identification.
• If not resolved within 12 hours, the customer may be eligible for credits, subject to contract terms.

Free Inclusions with Every Dedicated Server:

• Initial server hardening
• Unlimited reboots via control panel 
• Software firewall installation (on request)

5. Bandwidth Commitments

RedSwitches provides bandwidth as per the server specification listed at the time of order.

Bandwidth is not guaranteed for the following use cases:

• File hosting/download services (e.g. cyberlockers)
• High-volume CDN or anonymization/proxy services
• Peer-to-peer file sharing (e.g. seedboxes)
• Streaming services with continuous data transfer

If usage exceeds normal thresholds or affects network stability, RedSwitches reserves the right to limit or suspend bandwidth temporarily and request a usage review.

6. Scheduled Maintenance

• Scheduled maintenance will be communicated at least 24 hours in advance. (Excluding emergency maintenances)
• Performed during low-traffic windows to minimize impact.
• Scheduled maintenance does not count as downtime.

7. Service Suspension

RedSwitches may suspend services without notice if:

• The customer is in breach of the Acceptable Use Policy.
• A server is used for prohibited activities (e.g., unauthorized VPN/TOR/proxy/public torrents).
• A third-party license used via RedSwitches is unpaid or expired.
• A critical security issue is detected (e.g., compromised server or active malware).

8. Support Access

RedSwitches offers 24/7 support for infrastructure-related issues via:

• 📧 Email: [email protected]
• 🔧 Support Portal: https://redswitches.zohodesk.com/portal/en/signin

Please note: RedSwitches does not provide support to customer end-users. Managed support services must be separately contracted.

9. SLA Limitations

The SLA does not apply to:

• User-side software or configuration errors
• DDoS attacks beyond mitigation scope
• Failures due to customer’s actions or infrastructure
• Acts of force majeure
• Downtime caused by third-party service providers not under RedSwitches’ control

10. Modification & Legal Governance

This SLA may be modified as needed and is governed by the laws and jurisdiction outlined in the Master Service Agreement (MSA). For dispute resolution, refer to the arbitration terms specified in the MSA.