Last updated: August 25, 2026

This service level agreement ("SLA", "agreement") is an agreement between Liam Kremer trading as Trivox ("Trivox", "us", "we" or "our") and you ("customer", "you" or "your"). It sets the service levels for trivox.sh, other sites we operate, and the products we deliver from Amsterdam: dedicated servers, VPS, web hosting, IP transit and colocation (collectively, "services").

This SLA is the written availability commitment referred to in our Terms and Conditions. Credits under this SLA are the exclusive remedy for covered availability shortfalls. It does not change any other term of the AGB except as stated here.

1) Uptime guarantee

Trivox targets 99.9% monthly uptime for covered services. If we miss that target (as determined by us) and none of the exclusions apply, credit is available when you follow the claim procedure. Trivox may deny a claim after review. Live and historical status is published at status.trivox.sh.

Covered services are Trivox-operated dedicated servers, VPS / KVM, web hosting, IP transit, and power plus network at Trivox racks in Databarn and NorthC AMS. Customer colocated hardware is not covered.

2) Hardware

If Trivox-owned hardware fails, we replace it. We target replacement within twelve (12) hours of a confirmed diagnosis. That clock starts when the failure is identified, not at the first sign of downtime.

Faulty parts on Trivox dedicated servers and hypervisor hosts are replaced at no charge, including parts ordered as upgrades. Trivox is not liable for hardware failure on any customer colocated server.

3) Network

The 99.9% target includes network connectivity from our Amsterdam footprint. Traffic leaves through multiple independent transit uplinks and two Amsterdam internet exchanges. If that target is missed for network connectivity, a credit can be requested.

Network connectivity means the ability to:

• 3.1 reach the internet from a Trivox-assigned IPv4 or IPv6 address on a covered service;
• 3.2 keep an IP transit BGP session up at the Trivox Amsterdam edge, where you purchase IP transit;
• 3.3 use the network handoff at Databarn or NorthC AMS for a Trivox colocation service.

Paths beyond the Trivox network, customer BGP configuration, and third-party destinations are outside this guarantee. See also IP Transit and Peering.

4) Power

The 99.9% target includes facility power to Trivox racks in Databarn and NorthC AMS. Dual feeds, UPS and generator failover are part of those halls. If the power target is missed, a credit can be requested. Power inside customer colocated equipment is not covered.

5) Exclusions

The following do not qualify for SLA credit:

• 5.1 scheduled maintenance or repairs announced more than three (3) days in advance;
• 5.2 interruptions caused by you, your software, your BGP, or your configuration;
• 5.3 outages that do not affect core service functionality;
• 5.4 issues in guest operating systems, applications or programming environments you control;
• 5.5 downtime caused by a reseller's own platform, customers or configuration, where the Trivox service itself remained available;
• 5.6 accounts in bad standing (suspended service, unpaid invoices past due, abuse);
• 5.7 cancellation requested before, during or after the downtime;
• 5.8 DDoS or other attacks aimed at your service beyond the mitigation included with that product;
• 5.9 events outside Trivox control, including force majeure, public network failure outside our edge, or facility incidents we did not cause.

6) Claiming SLA credit

Follow this procedure or no credit is issued. If you believe credit is due:

• 6.1 open a support ticket in the client panel within forty-eight (48) hours of the downtime being resolved;
• 6.2 list the affected service(s), start and end time, and the total outage period;
• 6.3 include any other detail that helps us verify the incident.

Credit is applied to the client account. It is not applied automatically to a running service. You can use it for new services or to pay invoices on current services.

• 6.4 a 5% credit for every thirty (30) minutes of downtime with power or network as the root cause, not exceeding one (1) month of the affected service;
• 6.5 a 5% credit for every additional hour after the twelfth (12th) hour of downtime with hardware failure as the root cause, not exceeding one (1) month of the affected service.

If power or network downtime is under thirty (30) minutes, no credit is awarded. If hardware downtime does not run at least one (1) hour past the twelve (12) hour replacement window, no credit is awarded.

7) Changes and amendments

We may update this agreement at any time by posting a new version on this page. When we do, we will note the date above and may also notify you by email or Discord. Continued use of the services after a change is your consent to the updated agreement.

8) Acceptance of this agreement

By using trivox.sh or the services, you agree to this SLA. If you do not agree, you are not authorised to use the website or the services.

How to contact us

Questions about this agreement: contact@trivox.sh. SLA claims go through a panel ticket, not informal email. Support: support@trivox.sh.

Signed,
Liam Kremer
Founder, Trivox