Service Level Agreement
Last updated:
What we commit to in operating your dedicated machine(s). We only list commitments we can honour; this SLA is part of our Terms of Service.
1. Hosting location
Our machines are hosted in the Iron Mountain data centre in Amsterdam, the Netherlands (EU). Your Hardware is a dedicated physical machine in our rack there, with power, cooling and network connectivity provided by us.
2. Delivery
Our target is to have your machine(s) ready within 2 business days after payment. If we can't meet it, we tell you and give you a new date.
3. Monitoring
We monitor the power, health and reachability of your machine. We do not look inside your workloads or data.
4. Hardware failure
When Hardware fails, we diagnose it and repair it or replace it with equivalent Hardware (same platform and at least the same core specifications) as soon as reasonably possible, and keep you informed through your ticket. Data on failed or replaced storage may not be recoverable, so keep your own backups.
5. Maintenance
We announce planned maintenance that affects your machine in advance by email where possible. Urgent maintenance needed to protect security or the infrastructure may happen without notice; we then inform you as soon as we can.
6. Support
Support is available 24/7 via portal tickets, the Telegram bot and support@sparkhost.ai. Open a ticket in the customer portal, through our Telegram bot or by email to support@sparkhost.ai; we keep you updated in the ticket. We don't publish guaranteed response or resolution times.
7. Not covered
The operating system, software, models and configuration on your machine; problems caused by your own actions or by a breach of the Acceptable Use Policy; suspensions for non-payment; and events beyond our reasonable control (force majeure, see the Terms of Service).
8. Availability and service credits
We don't offer a numeric availability (uptime) guarantee and this SLA does not include service credits. Your remedies are those set out in the Terms of Service. If we introduce a numeric guarantee later, it will be published here with the date it takes effect.