Legal

Service Level Agreement

Effective date: March 23, 2025 · Last updated: March 23, 2025

1. Overview

This Service Level Agreement ("SLA") describes the uptime commitments and remedies that Zensas Media Group S.L. ("we", "us", "our"), operating under the brand name Verlium, provides to customers of our cloud infrastructure services.


This SLA applies to all paid Verlium services unless a separate, custom SLA has been agreed upon in writing. Free tiers, trials, and beta services are excluded from this SLA.

2. Definitions

  • Monthly Uptime Percentage — the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the month, expressed as a percentage.
  • Downtime — a period during which the Service is unavailable or materially degraded, as measured by our internal monitoring systems. Downtime excludes Scheduled Maintenance and Exclusions (Section 6).
  • Service Credit — a credit applied to your account, calculated as a percentage of the monthly fees for the affected Service.
  • Scheduled Maintenance — planned maintenance windows announced at least 48 hours in advance via email or status page.

    • 3. Uptime Commitments

    We commit to the following Monthly Uptime Percentages for our Services:


  • Verlium Drive (Cloud Storage) — 99.99% uptime
  • Boxes (Cold Storage) — 99.99% uptime
  • Dedicated Servers — 99.99% uptime (hardware and network)
  • Web Hosting — 99.99% uptime
  • Global CDN — 99.99% uptime
  • DDoS & WAF Protection — 100% uptime (always-on mitigation)
  • Connectivity Solutions (eSIM) — 99.9% platform uptime (carrier availability subject to third-party SLAs)
  • AI Agents — 99.9% uptime
  • Cloud Streaming — 99.9% uptime
  • Email Hosting — 99.99% uptime

    • 4. Service Credits

    If we fail to meet the Monthly Uptime Percentage for a Service, you are eligible for the following Service Credits:


  • 99.00% – 99.99% — 10% of the monthly fee for the affected Service.
  • 95.00% – 98.99% — 25% of the monthly fee for the affected Service.
  • 90.00% – 94.99% — 50% of the monthly fee for the affected Service.
  • Below 90.00% — 100% of the monthly fee for the affected Service.

    • Service Credits are calculated per affected Service, per calendar month. The maximum total Service Credit for any single month shall not exceed 100% of the monthly fees for the affected Service.


    Service Credits are applied as account credits and are not refundable as cash. Credits are applied to the next billing cycle.

    5. Claiming Service Credits

    To request a Service Credit, you must:


  • Submit a request via email to sla@verlium.com or through our contact page within 30 days of the Downtime event.
  • Include your account identifier, the affected Service, the dates and times of the Downtime, and a brief description of the impact.

    • We will review your request and respond within 10 business days. If the claim is validated, the Service Credit will be applied to your account within the next billing cycle.


    We reserve the right to verify Downtime claims using our internal monitoring data.

    6. Exclusions

    This SLA does not apply to Downtime caused by:


  • Scheduled Maintenance — planned maintenance announced at least 48 hours in advance.
  • Force majeure — events beyond our reasonable control, including natural disasters, war, terrorism, government actions, pandemics, power grid failures, or internet backbone outages.
  • Customer actions — misconfiguration, unauthorized modifications, or actions by the Customer or their users that cause service disruption.
  • Third-party failures — outages in third-party services, carriers, or upstream providers that are outside our control.
  • Abuse or violations — service disruption resulting from violation of our Terms of Service or Acceptable Use Policy.
  • DNS propagation — delays in DNS changes that are outside our infrastructure.
  • Beta or free services — services marked as beta, preview, or free tier.

    • 7. Maintenance Windows

    We perform scheduled maintenance to ensure the reliability and security of our infrastructure. Our maintenance policy:


  • Notification — at least 48 hours advance notice via email and status page.
  • Timing — maintenance is scheduled during off-peak hours (typically 02:00–06:00 CET on weekdays) whenever possible.
  • Duration — we aim to keep maintenance windows under 60 minutes.
  • Emergency maintenance — in critical situations (security patches, urgent hardware failures), we may perform emergency maintenance with shorter notice. We will communicate the reason and expected duration as soon as possible.

    • 8. Data Durability

    In addition to uptime, we commit to the following data durability guarantees:


  • Verlium Drive — 99.999% annual durability. Data is replicated across multiple facilities.
  • Boxes (Cold Storage) — 99.9999% annual durability. Triple redundancy across geographically separated facilities.
  • Dedicated Servers — durability depends on the selected RAID configuration and backup options. We recommend customers maintain independent backups.

    • Data durability guarantees do not constitute a backup service. Customers are responsible for maintaining their own backup strategy.

    9. Support Response Times

    We provide the following target response times based on issue severity:


  • Critical (service down) — initial response within 15 minutes, 24/7.
  • High (service degraded) — initial response within 1 hour during business hours, 4 hours outside.
  • Medium (non-urgent issue) — initial response within 4 business hours.
  • Low (general inquiry) — initial response within 1 business day.

    • Business hours are Monday–Friday, 09:00–18:00 CET, excluding Spanish public holidays. Customers with dedicated support or custom SLAs may have different response times.

    10. Modifications

    We may update this SLA from time to time. When we make material changes:


  • We will notify affected customers by email at least 30 days before the changes take effect.
  • The updated SLA will be published on this page with a revised effective date.
  • Changes will not retroactively reduce Service Credits for Downtime that occurred before the effective date.

    • 11. Contact

    For SLA-related inquiries or to submit a Service Credit request:


    Zensas Media Group S.L.

    Email: sla@verlium.com

    Website: verlium.com/contact

    Need a custom SLA for your organization?

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