1Scope
1.1.This Service Level Agreement (SLA) applies to all VPS/VDS services provided by AXIOMA100TEOREMA - UNIPESSOAL LDA (NIPC 519435583, Lisboa, Portugal; brand name AxiomaCloud) and forms an integral part of the Terms of Service.
1.2.This SLA does not apply to: scheduled maintenance (with 24 h advance notice); incidents caused by the Customer's actions; force majeure; unavailability of third-party services outside AxiomaCloud's infrastructure.
2Definitions
Uptime — the percentage of time during a billing month when the service is available and functioning within the parameters of the chosen plan.
Incident — an unplanned service interruption lasting more than 5 minutes, confirmed by AxiomaCloud's monitoring system.
Allowable downtime — the total monthly unavailability that does not trigger compensation: 21.9 minutes per month (99.95%).
3Availability guarantees
3.1.Network and hypervisor: 99.95% per month. Allowable total downtime — 21.9 minutes/month.
3.2.Disk subsystem (NVMe): 99.95% per month.
3.3.Public network (internet channel): 99.9% per month.
3.4.Uptime is calculated as: Uptime = (720 − downtime_h) / 720 × 100% (for a 30-day month).
4Compensation
| Monthly uptime | Compensation |
|---|---|
| 99.95% and above | None |
| 99.9% — 99.95% | 10% of monthly cost |
| 99.0% — 99.9% | 25% of monthly cost |
| 95.0% — 99.0% | 50% of monthly cost |
| Below 95.0% | 100% of monthly cost |
4.1.Compensation is applied as a discount on the next payment request for the affected service. If there is none (the service is not renewed or has ended), the compensation is refunded to the card used to pay for the service.
4.2.Maximum compensation — 100% of the service cost for the billing period. For a weekly plan, the monthly cost is the weekly price × 52/12 (about 4.33 weeks), and the maximum compensation is 100% of that monthly cost.
4.3.For Consumers, compensation under this SLA does not exclude or limit their statutory rights, including those under Decree-Law No. 84/2021 where the service is not provided or does not conform to the contract.
5Claiming compensation
5.1.To claim compensation, the Customer sends a support request in the control panel within 7 days of the incident, specifying: server ID; the time range of unavailability; a description of the observed issue.
5.2.AxiomaCloud reviews the claim within 5 business days. Upon incident confirmation, the compensation is granted in accordance with clause 4.1.
5.3.Incidents detected by AxiomaCloud's own monitoring system are compensated proactively, without the Customer needing to file a claim.
6Planned maintenance
6.1.Planned maintenance is announced to affected Customers by e-mail at least 24 hours in advance.
7Data responsibility
7.1.AxiomaCloud performs daily backups with snapshot retention for 14 days. However, the Customer bears sole responsibility for mission-critical data and must maintain their own backups.
7.2.In the event of data loss caused by AxiomaCloud, compensation is limited to the cost of the service for the billing month.