In accordance with the procedure outlined below, you must initiate a support ticket and
request that a credit be applied to your account. Merely initiating a support ticket related to an outage will not result in any credit to your account. Initiating a support ticket and requesting a credit is what triggers an event for any potential credits; however, Vultr must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Vultr determines that an eligible outage has occurred, then the ticket you generated will be used to generate a credit using the table below:
|Outage Time Frame
|Less than 9 minutes
|10 – 59 minutes
|60 – 119 minutes
|120 – 239 minutes
|240 – 419 minutes
||672 Hours (1 Month)
How To Obtain Your Credit
In order to receive any credit offered under this SLA, You must initiate a support ticket related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Vultr's services, so unless You contact Us via a support ticket, We may not be aware any problem exists. Outages related to hardware or other services or events not under Vultr's control are not eligible for any guarantee or credit offered under this SLA.
You may initiate such support ticket via e-mail to support [at] vultr [dot] com, or the my.vultr.com interface. Whichever method You choose, You MUST obtain a Vultr ticket number as proof that you initiated a support ticket related to the outage, and the support ticket MUST ask for a credit related to the outage. As stated herein, the timestamp on the support ticket will mark the beginning of an outage should Vultr determine that an eligible outage occurred. If Vultr was aware of the issue before You were, Vultr may notify You of the outage. In such instance, You must still initiate a support ticket to confirm that You are aware of the outage, and such support ticket must still also request a credit. To be clear, You must have a support ticket number in order to receive any credits under this SLA.
You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in Vultr's Hosting Terms and Conditions
apply to this SLA.