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SERVICE LEVELS

# Availability promises need a definition.

A useful service-level agreement states what is measured, how it is measured and what happens when the commitment is missed. Only the service-level commitment expressly attached to your order applies.

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## IN THIS DOCUMENT

[Define the service boundary](https://koalavps.com/sla/#section-1)[Publish the calculation](https://koalavps.com/sla/#section-2)[Make the claim practical](https://koalavps.com/sla/#section-3)[Current state](https://koalavps.com/sla/#section-4)[Knowledge base](https://koalavps.com/resources/)

## Define the service boundary

An SLA needs a clear boundary between network reachability, host availability, control-panel operation and customer application health. A provider cannot measure a customer application merely by checking whether a machine responds to ping.

## Publish the calculation

State the period, qualifying downtime, measurement sources, maintenance treatment and exclusions. Explain whether a regional failure and an individual server failure are assessed separately. Marketing percentages should match the signed contract.

## Make the claim practical

Describe the evidence required for a service-credit request, the submission window, calculation and maximum credit. Keep the process accessible and avoid asking customers for records the provider already holds.

## Current state

Check the availability commitment, measurement period, exclusions and credit procedure attached to your order. This page does not establish a historical uptime record or a separate service-credit guarantee.

KEEP EXPLORING

## Continue reading.

[Legal ### Terms of service. Review the service conditions for account access, orders, customer responsibilities and cancellation. The agreement attached to yo…](https://koalavps.com/terms/)[Network ### A network should explain itself. Understand the Nordic region choices, the difference between a port speed and real throughput, and what evidence a hosting network…](https://koalavps.com/network/)

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