Translation Notice
This document has been automatically translated from Polish to English using artificial intelligence for informational purposes only.
In the event of any discrepancies, inconsistencies, or conflicts between the English and Polish language versions of this document, the Polish language version shall prevail and constitute the sole legally binding version.
For official and legally binding information, users are advised to consult the original Polish language document.
Users who do not understand Polish are advised to seek independent legal advice before accepting these terms.
For the platform/website/service/services located at the domain address "voxihost.pl"
This document is part of a set of documents:
- Terms of Service (TOS)
- Privacy Policy (PP)
- Service Level Agreement (SLA)
- Fair Usage Policy (FUP)
- Data Processing Agreement (DPA) - in B2B relations
§ 1. Preliminary Provisions and Uptime Guarantee
1.1. Operator:
- VoxiHost DANIEL MARSZAŁKOWSKI
- ul. 3 Maja 29, 62-500 Konin, Poland
- NIP: 6653080651 | REGON: 542936383
- E-mail: support [at] voxihost.pl
(hereinafter referred to as "VoxiHost" or the "Operator").
1.2. Scope of Application: This Service Level Agreement constitutes an integral part of the Terms of Service and applies exclusively within the scope of the website available at the VoxiHost.pl domain. This document does not apply to other websites, projects, or web pages operated by the Operator at other addresses.
1.3. Purpose: The purpose of this Agreement is to define the guaranteed quality parameters of the Services (infrastructure availability) and the rules for compensation in the event of failure to meet them.
1.4. Acceptance: Registration of an Account or ordering a Service is equivalent to full acceptance of this document and all associated documents. In the event of changes to the SLA, the Client will be informed in accordance with §6.2. Changes enter into force 30 days after notification; the Client has the right to terminate the agreement before they enter into force without incurring additional costs. Changes significant to Consumer rights require explicit acceptance if required by law; silence does not constitute acceptance.
1.5. Availability Level: The Operator guarantees a standard monthly infrastructure availability of 99.9%, unless the specification of a given Service (in the product description on the VoxiHost.pl website or in the Client Panel) states otherwise. In the event of discrepancies, the SLA level specified in the description of the specific product is binding.
§ 2. Compensation
2.1. Compensation Principle: In the event of failure to meet the guaranteed availability level, the Client is entitled to compensation in the form of an extension of the validity of the active Service or Bonus Credits, according to the Client's choice. Credits from SLA compensation are granted as Bonus Credits, are non-refundable, and are not subject to payout. Compensation does not exclude the statutory rights of a Consumer.
2.2. Compensation Amount for Standard Services (monthly/annual):
- For every full hour of unavailability above the guaranteed limit, the service will be extended by 12 hours.
- The maximum compensation in a given month cannot exceed 100% of the monthly fee for the service (extension by a maximum of 30 days).
2.2a. Compensation Amount for Hourly Services:
- For every full hour of unavailability for reasons lying on the side of the Operator, the equivalent of 1 hour of using the given Hourly Service will be added to the Client's Credit balance.
- The maximum monthly compensation cannot exceed the value of 720 hours (i.e., a full billing month) for the given Hourly Service.
2.3. Exclusive Remedy:
- Towards Clients who are not Consumers: SLA compensation is the sole and exclusive remedy available to the Client for service unavailability. All other claims for damages, including for lost benefits, profits, or data, are excluded (in accordance with the Terms of Service).
- Towards Consumers: SLA compensation does not exclude the Consumer's right to claim damages exceeding the amount of compensation if the actual damage incurred exceeds the value of the service extension. The Consumer retains all rights resulting from the provisions of the Civil Code.
§ 3. Technical Support Policy
This section defines the standards for handling tickets and is not covered by the financial compensation system.
3.1. Working Hours: Standard Customer Service working hours are business days, 12:00 - 20:00. Where possible, the Operator also provides support outside these hours, but this is not guaranteed.
3.2. After-Hours Support: Tickets submitted outside standard hours (and on weekends) are handled on a Best Effort basis (subject to staff availability). In practice, the Operator usually provides a response within a few hours even outside standard working hours, but this does not constitute a guarantee and depends on team availability.
3.3. Response Time: The Operator makes every effort to provide a response without delay. The maximum declared response time to a ticket on business days is 48 hours (business days understood as Monday-Friday according to the Polish calendar, excluding public holidays in Poland in accordance with the Act on Non-Working Days). In practice, the Operator usually provides the first response much faster, often within a few hours of receiving the ticket.
3.4. Support Channels:
- Official (Priority): Ticket system in the Client Panel and the e-mail address support [at] voxihost.pl. Only tickets submitted through these channels are subject to the response time standards described in § 3.
- Secondary (Social): The Operator may also provide assistance through other channels made available on the website (e.g., Discord server, social media), but these are supplementary in nature and are not covered by a response time guarantee.
§ 4. SLA Guarantee Exclusions
The SLA guarantee does not cover services marked as BETA, TEST, TRIAL, EXPERIMENTAL (services in the development phase), free services, and unavailability caused by:
4.1. Maintenance Work:
- Planned: Announced at least 24 hours in advance (notice on status.voxihost.pl or e-mail).
- Emergency: Necessary for the immediate removal of a critical threat (e.g., Zero-Day vulnerability, hardware array failure), which may be performed without notice or with minimal advance notice.
4.2. Force Majeure: Events independent of the Operator (war, flood, fire in the server room, global Internet failures, including: BGP routing failures, IXP traffic exchange point failures, DNS infrastructure, CDN networks, submarine fiber optic cables, or other international events affecting the availability of Internet services).
4.3. Problems outside the Operator's network: Connectivity failures occurring outside the Data Center infrastructure (e.g., failure of the Client's Internet provider, inter-operator failure).
4.4. Client Actions: Incorrect software configuration within the Service, resource overload by Client applications (e.g., OOM Killer, 100% CPU), lack of payment, violation of the Terms of Service.
4.5. Cybersecurity (DDoS/Abuse):
- A DDoS attack directed at the Client's service that forced the Operator to apply a traffic cutting mechanism (Null-route/Blackholing) to protect the stability of the entire infrastructure.
- Blocks imposed by Anti-Fraud systems or as a result of Abuse reports (e.g., spamming, hosting phishing).
4.6. Third-Party Providers: Failures and unavailability caused by third-party providers used by the given Service, including IP database providers and geolocation services, to the extent that the given Service depends on them.
§ 5. Compensation Claim Procedure
5.1. Form of Claim:
- The Operator grants compensation automatically upon the announcement of an incident covered by the SLA. The incident is announced by the Operator based on its own monitoring, status.voxihost.pl, or other reliable evidence; the Client does not need to report a failure to receive compensation. The granting of compensation is documented in the Client Panel.
- The Client may additionally submit a compensation claim for the purpose of confirming or supplementing data.
- The claim may be submitted via the ticketing system (Ticket) in the Client Panel or by sending an e-mail to the address support [at] voxihost.pl.
5.2. Deadline for Claim: The claim must be sent within 30 days from the end of the failure; for Consumers, the 30-day deadline does not apply, and the claim may be submitted until the expiry of the limitation period. In exceptional, justified cases, the Operator may consider a claim submitted after this deadline.
5.3. Consideration of the Claim: The claim will be considered by the Technical Department within 7 business days. The response will be sent to the Client's e-mail address associated with the Account.
§ 6. Final Provisions and SLA Amendments
6.1. Integrity and Precedence of the Offer: This SLA constitutes an integral part of the Terms of Service (TOS). However, in the event that the specification of a specific Service (offer on the VoxiHost.pl website) contains different warranty terms (e.g., a different availability level, exclusions, no SLA for Beta versions), the terms specified in the given product offer shall take precedence. The terms of the offer at the time of concluding the Agreement are binding; subsequent changes require the procedure of § 6.2.
6.2. SLA Amendments: The Operator may update the SLA parameters (e.g., in the case of infrastructure modernization). Clients will be informed of changes at least 30 days in advance (via e-mail or the Panel). Changes enter into force after this period; the Client has the right to terminate the agreement before they enter into force. Changes significant to Consumer rights require express acceptance if required by law; lack of response does not constitute acceptance.