Service Level Agreement (SLA)

The SLA applies to the services listed below provided by SERVER1.GE, taking into account the specifics of each service. Where “Uptime SLA” is not technically relevant, such as domain registration/transfer, SSL issuance, or Google Workspace, a “Process SLA”/Best-effort approach applies.

Target availability (Uptime): 99.5% / per month
Service: 24/7/365, unless otherwise specified in the description/order of a specific service

Availability is calculated as the percentage of time during a month when the service is infrastructurally available. “Infrastructure availability” includes the proper operation of the platform/network/storage/hypervisor/physical hardware, and does not include logical malfunction of the Client’s applications, such as CMS, code, DB schema, plugins, and similar components.

3.1 Web Hosting (Plesk) / Cloud Hosting / WordPress Hosting / Reseller Hosting

• Management (Managed platform): the hosting platform/panel/infrastructure is managed by the Company. CMS/code/plugins/themes/content are the Client’s responsibility.
• Backups: daily backup retained for 1 week. Additional/extended backup requires the purchase of the relevant Backup Add-on, if available in the portal.
• Self-restore: the Client can restore from the Plesk panel, where available. The result of the restore depends on the available backup and the restore point selected by the Client.
• DDoS protection: provided with certain limits and is not unlimited. Depending on the scale of the attack, rate-limit/filtering/temporary restrictions or temporary traffic suppression (null-route) may be applied to protect the infrastructure.
• Application/logical problems: if a website does not open due to code/plugin/DB issues, this is not considered an SLA breach if the platform is infrastructurally available.

3.2 VPS (Unmanaged / Managed)

• Unmanaged VPS (IaaS): the Company provides the hypervisor/network/storage; OS/applications/security/updates/backups inside the VPS are the Client’s responsibility.
• Managed VPS: the scope of management is defined in writing/in the order, such as patching, hardening, monitoring, and incident handling. Anything not agreed in writing is considered the Client’s responsibility.
• Snapshot/Backup: backup/snapshot for VPS is defined by the plan. If the plan does not include it, it is not considered a guaranteed system, and off-site backup is recommended.

3.3 Dedicated Servers / GPU Servers (Managed / Unmanaged)

• Unmanaged Server: the Company provides DC/network/power/hardware operation; OS/applications/security/configuration are the Client’s responsibility.
• Managed Server: the scope of management is defined in writing/in the order, such as OS updates, monitoring, and hardening. Responsibility does not extend beyond the agreed scope.
• Hardware incidents: critical hardware issues, such as disk/RAID/power/network, are handled with priority. Recovery times depend on stock/third-party DC availability and may change due to objective circumstances.

3.4 Domains (Registration / Transfer)

• Domain registration/transfer depends on the registry and/or registrar, as well as the accuracy of the data provided by the Client.
• Uptime SLA does not apply to domains; the Company provides process execution on a Best-effort basis and, where necessary, coordination with the registrar.
• Domain DNS/Nameserver availability may depend on a third-party service. In such case, the SLA does not apply to third-party DNS availability.

3.5 SSL Certificates

• SSL certificate issuance depends on the Certification Authority (CA), domain control verification, and the Client’s configuration.
• Uptime SLA does not apply to SSL “issuance”; the Company provides order/verification support on a Best-effort basis.

3.6 Google Workspace

• Google Workspace platform availability is regulated by Google and is subject to Google’s terms/SLA.
• SERVER1.GE provides billing/activation/support coordination on a Best-effort basis, taking third-party rules into account.

3.7 Website Security / Email Security

• Protection services reduce risk, but 100% defense, 0 incidents, or 0 false positives are not guaranteed.
• The Company is authorized to carry out filtering/blocking for security purposes, including incident localization.
• Policy enforcement: as a rule, a temporary block on the first case, and a full block in case of repetition (IP/port/service/account) may be applied in accordance with System Policies/Terms.

For Web Hosting / Cloud Hosting / WordPress Hosting / Reseller Hosting services, the Company undertakes to provide:

• Daily backup and retention for 1 week, unless otherwise specified in the plan/portal.
• Self-restore capability from Plesk, where available.

Limitations: The Company does not accept responsibility for the management or proper operation of CMS/code/plugins. Backup is a risk-reduction tool and does not eliminate all data-loss scenarios, such as user error, ransomware, third-party compromise, and others. For business-critical projects, additional off-site backup is recommended.

1. Scheduled preventive/technical maintenance that may affect availability is usually announced at least 48 hours in advance.
2. Scheduled maintenance is mainly performed during 22:00-09:00 (GE time), where possible.
3. In urgent cases, such as security issues/outages, maintenance may be performed without prior notice; information will be provided as quickly as possible.

In case of an SLA breach, the Client may request a service credit as the only compensation. Credits apply only to services where Uptime SLA applies, such as hosting/VPS/servers/infrastructure component of the security platform.

• Credit is issued only against the base monthly fee of the service to which the SLA claim relates (one-time fees, add-on licenses, third-party fees, transfer/traffic are not included unless otherwise agreed).
• SLA Claim: the request must be submitted within 7 calendar days after the incident or the end of the relevant month via ticket in console.server1.ge and must include the service ID, times (UTC/GE), symptoms, and a brief description.
• Back-to-Back limitation: for components dependent on third-party infrastructure, credits may be limited to the compensation actually received by the Company from the third party.
• Only compensation: SLA credits represent the only and final compensation for an availability breach.

The following are not considered SLA breaches, and service credit is not issued if the interruption is caused by:

• Client/contractor actions or omissions, such as incorrect configuration, loss of access, password error, OS crash, malware, CMS/plugin errors, and others
• Operations initiated by the Client, such as stop/start/reboot/rebuild/restore/upgrade/resize/transfer and others
• Third-party services/integrations, such as CDN, DNS, external DB, mail gateway, payment, API, and others
• Resource exhaustion, such as 100% disk usage, inode overflow, RAM exhaustion, CPU saturation due to user load, and others
• Scheduled maintenance
• DoS/DDoS attack that exceeds the standard protection threshold or requires emergency filtering/restrictions
• Restrictions required by law/regulation or actions taken upon law enforcement/regulatory request
• Force Majeure circumstances, such as natural disasters, large-scale power/network outages, government restrictions, war/sabotage, and others

1. The Company is authorized to carry out security measures to protect the infrastructure and other users, including filtering, rate-limit, blocking, port restrictions, and temporary suspension.
2. On the first case (Policy violation/abuse), a temporary block or restriction is usually applied and a notification is sent where possible.
3. In case of repetition, a full block (IP/service/account) or service termination may be applied in accordance with System Policies/Terms.
4. DDoS protection is not unlimited; depending on the scale/nature of the attack, temporary restrictions/traffic suppression may be applied to protect the infrastructure.

1. The Company is not liable for indirect/consequential damages, including profit, data, downtime, reputation, third-party claims, penalties, and others.
2. The Company’s total liability is limited to the last 1 month monthly fee of the service to which the claim relates, unless mandatory law requires otherwise.
3. SLA credits are the only and final method of compensation in case of an availability breach.

1. In case of non-payment, violation of rules/law, or critical security risk, the Company may temporarily restrict or terminate the service.
2. After service cancellation/deactivation, unless otherwise specified in the portal/agreement, the Client is given 3 business days to export data. After that, access may be revoked and data may be deleted.
3. Data deletion is not relevant to domain services; registry/registrar rules apply.

This section describes the general refund rules for SERVER1.GE. Final terms may depend on the specific service type, payment method, third-party rules, and mandatory requirements established by Georgian legislation. In case of dispute, the Terms & Conditions shall prevail.

• Hosting/VPS/servers (current billing period): as a rule, the service is prepaid and amounts for the used period are not refunded. Exceptions are possible only with written confirmation, such as mutual billing error.
• Service credits: in case of an availability breach, the main compensation mechanism is service credits (Section 6), not a cash refund, except where required by law.
• Domains (registration/renewal/transfer): after domain registration/renewal/transfer is completed, it is generally non-refundable, because registry/registrar fees are irreversible and the service is considered completed.
• SSL Certificates: after a certificate is issued, the amount is generally non-refundable due to CA rules. If the order is suspended/verification cannot be completed due to Client data/configuration, the refund depends on CA/third-party policy.
• Google Workspace: this is a third-party (Google) product; refunds/compensation may be subject to Google’s/registered reseller’s rules, and often do not cover the used period.
• Add-ons / licenses / one-time fees: after activation/delivery, they are generally non-refundable, such as licenses, special configuration, and work hours.
• Refund request: a refund request is submitted only by ticket (console.server1.ge) and must include: service ID, invoice number, reason for request, and evidence where necessary.
• Chargeback/dispute: an unauthorized chargeback/dispute may result in immediate suspension of services and account restriction in accordance with System Policies until the matter is resolved.

Note: This Refund Policy does not limit any consumer rights that are guaranteed by mandatory provisions of Georgian legislation.