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DataCamp Limited

Service Level Agreement

Effective from .

This Service Level Agreement ("SLA") sets out the scope of uptime, support, and credit compensation provided by DataCamp Limited ("Supplier") to the Customer as part of the DataPacket Dedicated Servers offering (“Services”). This SLA is incorporated into and governed by the Supplier’s Terms and Conditions (available at https://www.datapacket.com/terms-and-conditions) and any applicable Service Orders.

  1. Availability Commitments

    • Network Uptime: Guaranteed at 99.99% monthly.
    • Power Uptime: Guaranteed at 99.99% monthly.
    • Support Availability: 24/7 via email, live chat, and Slack. Response times shall not exceed 90 minutes from ticket creation.

    Scheduled or emergency maintenance, announced at least 24 hours in advance, is excluded from uptime calculations.

  2. Hardware Replacement Commitment

    Replacement times are based on the server’s regional location:

    Replacement
    Hardware component
    Europe
    4 hours
    US
    6 hours
    Asia & Rest of World (Africa, Middle East, Latin America, Australia)
    8 hours
    Replacement
    Server
    Europe
    3 hours
    US
    4 hours
    Asia & Rest of World (Africa, Middle East, Latin America, Australia)
    4 hours

    Custom / Bespoke Hardware.

    For servers configured with custom or non-standard components (including Customer-provided parts or configurations outside Supplier’s standard SKUs), the “Entire Server” replacement timeline does not apply. Replacement or repair of such components is performed on a best-effort basis, subject to parts availability, and will proceed only after advisement and written confirmation from the Customer of the proposed change. Where feasible, Supplier may offer a temporary standard replacement server; in that case, the “Entire Server” timeline applies to the temporary server only.

    “Custom or non-standard components” include, without limitation, special NICs, storage arrays, accelerators/GPUs not stocked as standard, non-standard CPU/RAM, or any deviation from Supplier’s published standard configurations for the location at the time of order.

  3. SLA Credit Compensation

    If network or power uptime falls below the guaranteed level, the Customer may request a credit based on the scale below:

    Uptime
    Network
    <99.99%
    3% credit back
    <99.9%
    5% credit back
    <99%
    10% credit back
    Uptime
    Power
    <99.99%
    3% credit back
    <99.9%
    5% credit back
    <99%
    10% credit back

    Note: SLA credits are calculated against the base monthly service fee. Additional services (e.g. storage, raw logs) are excluded.

  4. Credit Claim Process

    • Claims must be submitted in writing to support@datapacket.com or via the client panel, no later than the last day of the month in which the SLA breach occurred, unless credits are provided automatically by the Supplier.
    • Maximum compensation is capped at 100% of the monthly fee.

  5. General Provisions

    • This SLA applies automatically to all Dedicated Servers provided by DataPacket.
    • The Supplier reserves the right to amend this SLA at any time, with notice via email or public posting. The Supplier reserves the right to make changes to this SLA at any time. To the extent the Supplier is able, the Supplier will give the Customer advance notice of these changes. If these changes materially affect the Customer's ability to use services, the Customer may terminate this agreement within 30 days of such a change. Otherwise, the Customer's continued use of the service is the Customer's consent to be bound by the changes.