Service level agreement.

Scope and relationship to your order

This Service Level Agreement (SLA) explains the framework for assessing service availability, incident reports, and any service-level obligations expressly included in an accepted RackHamsters order. RackHamsters is a hosting brand operated by Angry Hamsters Media, LLC.

This general page does not promise a numerical uptime percentage, hardware replacement deadline, zero packet loss, or automatic service credit. Those commitments apply only when expressly provided in an accepted service order or signed SLA schedule.

Services and configurations covered

The accepted order defines the dedicated server, location, network port, assigned bandwidth, management scope, and any optional protections. The scope and measurement of a particular guarantee, if one exists, must be described in that order or its incorporated SLA schedule.

A provider’s guarantee for redundant colocation uplinks, redundant power circuits, or other services does not automatically apply to a customer purchasing a single dedicated server from RackHamsters.

Network availability and performance

We aim to deliver reliable network access using commercial data-center and connectivity infrastructure. Internet performance also depends on third-party networks, routing, destinations, customer configuration, network attacks, and factors outside our control.

An advertised port speed is a technical interface specification, not a guarantee of continuous line-rate throughput or performance to every destination.

Reporting and measuring an outage

When you experience a suspected infrastructure outage, contact us with your service identifier, affected addresses, the approximate start and end times including time zone, and available diagnostics.

We may assess monitoring records, equipment events, facility and network information, and customer evidence. For any agreed credit, the applicable order or SLA schedule controls how downtime is measured, what qualifies, and what evidence is needed.

Maintenance and emergency work

Infrastructure and network maintenance can temporarily affect service. When practical, we will give advance notice of planned disruptive work. Urgent infrastructure or security work may occur without advance notice.

Maintenance exclusions and any allowable downtime windows under a guaranteed service level are defined only by the applicable customer-specific agreement. We do not promise that maintenance will never interrupt service.

Common exclusions

Unless a signed order expressly says otherwise, uptime or credit commitments do not cover problems attributable to customer software, operating-system configuration, application errors, attacks or abuse restrictions, customer-requested work, services outside the purchased scope, outside internet destinations, third-party systems, or scheduled and emergency maintenance.

Hardware and facility issues are evaluated according to the precise service commitments purchased, not guarantees published by another company for a different service configuration.

Hardware fault response

If hardware fails, we will evaluate the fault and coordinate repair, replacement, or another technically appropriate remedy within available resources. Reasonably equivalent replacement components may be used when suitable.

No fixed repair or replacement completion time is promised unless documented in writing in your service order. Restoration of customer applications and data is not automatically part of a hardware repair.

Security events and traffic mitigation

Network stability may require filtering, rate limits, temporary isolation, or null routing in response to DDoS attacks, compromise, abusive traffic, or immediate security risks. Such protective actions are governed by the Terms and Acceptable Use Policy.

DDoS protection features, where ordered, reduce risks but do not guarantee that all attacks are blocked without interruption.

Service credits and financial remedies

A service credit exists only if a customer-specific order or incorporated SLA schedule expressly establishes a qualifying guarantee and credit formula. That document governs claim deadlines, exclusions, calculation, applicable fees, remedies, and maximum amounts. This general SLA creates no default refund percentage or credit entitlement.

Unless the customer-specific agreement states otherwise, approved credits are applied to future invoices for the affected service rather than paid in cash. Nothing here restricts nonwaivable legal rights.

Submitting an SLA claim

Send any incident review or credit request from an authorized account contact to [email protected]. Include the service identifier, relevant times and time zone, symptoms, and supporting evidence.

We will assess any claim against the terms actually purchased. A ticket or incident report alone does not establish credit eligibility or suspend payment obligations.

Service boundaries and precedence

This SLA should be read together with the Terms of Service, Acceptable Use Policy, Billing & Cancellation Policy, and Server Management & Support Policy. If an accepted, signed agreement expressly conflicts with this general SLA, the accepted agreement controls for that service.

Before buying, ask us to confirm in writing whether a particular server includes a guaranteed service level, a credit schedule, or a special support commitment.