Last Updated: September 2026
This Service Level Agreement ("SLA") explains the infrastructure availability commitment, responsibilities, exclusions, downtime measurement, reporting requirements, and service limitations applicable to eligible LeapDigitals Dedicated Server services.
This formal SLA applies only to eligible Dedicated Server services and does not automatically apply to VPS Hosting, WordPress Hosting, Malware-Free Hosting, Shared Hosting, domains, DNS, SSL, email, or other standard LeapDigitals services.
A Dedicated Server SLA becomes applicable only after the customer submits the required official SLA request and LeapDigitals accepts the request.
For support, billing, sales, and technical questions: admin@leapdigitals.com
For legal notices: legal@leapdigitals.com
For abuse reports: abuse@leapdigitals.com
1. Purpose of This SLA
LeapDigitals aims to provide reliable Dedicated Server infrastructure, including server hardware, power, network connectivity, IP resources, and related infrastructure services under LeapDigitals control.
This SLA defines:
- The applicable uptime commitment
- Which Dedicated Server infrastructure components are covered
- Customer responsibilities
- Events excluded from uptime calculations
- How downtime is measured
- How customers must report service interruptions
- How SLA incidents are reviewed
This SLA should be read together with the LeapDigitals Terms of Service, Acceptable Use Policy, Support Policy, Refund & Cancellation Policy, Privacy Policy, and Legal Compliance Policy.
2. Services Covered
This formal Service Level Agreement applies only to eligible Dedicated Server services where the SLA has been requested and formally accepted according to this Policy.
The following services are not automatically covered by this Dedicated Server SLA:
- VPS Hosting
- WordPress Hosting
- Malware-Free Hosting
- Shared Web Hosting
- Domain Services
- DNS Services
- Email Services
- SSL Services
- Standard Technical Support
- Paid Software Support
- Server Management Add-ons unless specifically included in writing
These services may have general availability targets under other LeapDigitals policies but do not receive a contractual Dedicated Server SLA unless expressly agreed in writing.
3. SLA Request Requirement
A formal Dedicated Server SLA is available only upon client request.
For companies, government departments, institutions, and other organizations, the SLA request must be submitted on the customer's official company or organization letterhead.
The request must include:
- Company or organization name
- Customer or account reference where available
- Dedicated Server details
- Requested SLA coverage
- Name and designation of the authorized representative
- Authorized signature
- Official company or organization stamp
- Date of request
Submitting an SLA request does not automatically activate SLA coverage.
The SLA becomes effective only after the request has been received, reviewed, and accepted by LeapDigitals.
LeapDigitals may request additional information or clarification before approving an SLA request.
4. SLA Effective Date
The SLA becomes effective from the date confirmed by LeapDigitals after the customer's official request has been reviewed and accepted.
The SLA does not apply retroactively to incidents occurring before the approved effective date.
If the Dedicated Server is cancelled, terminated, transferred, or replaced by a materially different service, a new SLA request may be required.
5. 99% Infrastructure Uptime Commitment
For an approved Dedicated Server SLA, LeapDigitals commits to a target of 99% monthly infrastructure availability for the eligible Dedicated Server infrastructure under LeapDigitals control.
The 99% uptime commitment applies to qualifying infrastructure availability and not to the customer's operating system, applications, websites, databases, software, control panels, email software, firewall rules, or other customer-managed components.
Uptime is measured over the applicable monthly service period, subject to the exclusions stated in this SLA.
6. Covered Infrastructure
Subject to the conditions and exclusions in this SLA, the following Dedicated Server infrastructure may be included in the 99% availability commitment:
- Physical server hardware under LeapDigitals control
- Server power availability from LeapDigitals infrastructure
- Network connectivity from LeapDigitals-controlled infrastructure
- Assigned IP connectivity from the LeapDigitals side
- Datacenter-side infrastructure controlled by LeapDigitals
- Core switching and routing infrastructure under LeapDigitals control
A qualifying outage generally requires the Dedicated Server to be unavailable because of an infrastructure issue attributable to LeapDigitals.
7. Dedicated Server Hardware Responsibility
For unmanaged Dedicated Servers, LeapDigitals is responsible for physical hardware issues involving infrastructure supplied by LeapDigitals.
This may include:
- Server motherboard failure
- CPU hardware failure
- RAM hardware failure
- Storage device hardware failure
- Power supply hardware failure
- Network interface hardware failure
- Other physical server hardware faults
LeapDigitals will make reasonable efforts to diagnose and repair or replace failed hardware as quickly as reasonably possible.
Hardware replacement time may depend on:
- Fault diagnosis
- Replacement part availability
- Server model
- Storage or RAID configuration
- Datacenter access
- Remote hands availability
- Customer response where required
Qualifying hardware downtime may be included in SLA calculations where the server is unavailable because of a verified hardware failure attributable to LeapDigitals infrastructure.
8. Customer Software Responsibility
Dedicated Servers are unmanaged by default unless a separate managed service agreement has been purchased.
Customers are responsible for:
- Operating system management
- Operating system updates
- Control panel administration
- Application configuration
- Website configuration
- Database management
- Email server configuration
- Firewall rules
- Security hardening
- Malware prevention
- Backups
- User management
- Software licenses
- Application monitoring
If the Dedicated Server hardware, power, and network are available but the customer's operating system, website, application, database, or software is unavailable, the incident is not considered LeapDigitals infrastructure downtime.
9. Network Availability
LeapDigitals aims to maintain reliable network connectivity from its controlled infrastructure to the applicable upstream network.
Network incidents attributable directly to LeapDigitals-controlled switching, routing, cabling, or other internal network infrastructure may qualify as SLA downtime.
Network problems outside LeapDigitals' reasonable control may be excluded, including:
- Third-party upstream provider failures
- External fiber cuts
- International routing incidents
- Customer ISP problems
- Internet-wide routing problems
- External carrier outages
- Government or regulatory network restrictions
- Large-scale Internet disruptions
10. Power Availability
Power failures directly attributable to LeapDigitals-controlled server infrastructure may qualify as SLA downtime.
Events outside LeapDigitals' reasonable control may be excluded where appropriate, including major utility failures, natural disasters, external electrical emergencies, or other force majeure events.
11. Scheduled Maintenance
LeapDigitals may perform scheduled maintenance to maintain security, stability, performance, capacity, and infrastructure reliability.
Scheduled maintenance may include:
- Network upgrades
- Switch or router maintenance
- Server hardware maintenance
- Power infrastructure maintenance
- Storage maintenance
- Firmware updates
- Security updates
- Datacenter maintenance
- Infrastructure upgrades
LeapDigitals will provide advance notice of scheduled maintenance where reasonably practical.
Scheduled maintenance is excluded from SLA downtime calculations.
12. Emergency Maintenance
Emergency maintenance may be performed where immediate action is reasonably required to protect:
- Infrastructure security
- Network stability
- Server hardware
- Customer services
- Data integrity
- Other customers
- IP reputation
Emergency maintenance may include:
- Urgent hardware replacement
- Critical security patching
- Network attack mitigation
- Emergency firewall changes
- Storage protection
- Critical routing changes
- Power-related emergency work
- Service isolation
Emergency maintenance may be performed without prior notice where delay could create additional security, operational, or infrastructure risk.
Reasonable emergency maintenance is excluded from SLA downtime calculations.
13. DDoS and Network Attacks
LeapDigitals may take immediate protective action where a Dedicated Server, IP address, or network is affected by a DDoS attack, DoS attack, packet flood, malicious traffic, or other network attack.
Protective action may include:
- Traffic filtering
- Firewall restrictions
- Rate limiting
- Temporary IP blocking
- Service isolation
- IP null-routing
- Upstream mitigation
Downtime caused directly by an external DDoS attack or other malicious network attack may be excluded from SLA calculations where the incident is outside LeapDigitals' reasonable control.
Protective restrictions reasonably implemented to mitigate an attack are also excluded from SLA downtime.
14. Abuse and Security Restrictions
LeapDigitals may suspend, restrict, firewall, isolate, block, or terminate services involved in:
- Spam
- Phishing
- Malware
- Network attacks
- Fraud
- Illegal activity
- Security threats
- Other violations of LeapDigitals policies
Any downtime or restriction resulting from abuse, security enforcement, or policy violations is excluded from SLA calculations.
15. Non-Payment and Billing Suspension
Downtime resulting from overdue invoices, non-payment, billing suspension, service termination, or account restriction is not SLA downtime.
Dedicated Server invoices are subject to the billing, suspension, late-fee, and data-deletion rules stated in the LeapDigitals Terms of Service and Refund & Cancellation Policy.
An active SLA does not extend any invoice due date or payment grace period.
16. Legal or Regulatory Suspension
Downtime or restriction resulting from:
- Court orders
- Law enforcement requests
- Regulatory requirements
- Government orders
- Legal compliance actions
is excluded from SLA downtime where LeapDigitals is legally or reasonably required to take such action.
17. Customer-Requested Actions
Downtime resulting from customer-requested actions is excluded from SLA calculations.
This includes:
- Server reboot
- Server shutdown
- Operating system reinstall
- RAID reconfiguration
- Storage changes
- Hardware upgrades requested by the customer
- Server migration
- Network configuration changes requested by the customer
- Customer-requested maintenance
18. Additional SLA Exclusions
The following events are excluded from SLA calculations:
- Scheduled maintenance
- Emergency maintenance
- Customer operating system failure
- Customer software failure
- Customer firewall misconfiguration
- Customer network configuration errors
- Customer DNS errors
- Customer application failure
- Database failure caused by customer software
- Malware or compromise within the customer's server
- Customer security breaches
- Unsupported software
- Third-party software problems
- Software licensing problems
- Customer-requested reboots or maintenance
- Abuse-related restrictions
- Non-payment suspension
- Legal or regulatory restrictions
- DDoS or malicious network attacks outside LeapDigitals control
- Third-party upstream outages outside LeapDigitals control
- External carrier or fiber incidents
- Customer ISP problems
- Force majeure events
- Natural disasters
- Government restrictions
- Events outside LeapDigitals' reasonable control
19. Force Majeure
LeapDigitals is not responsible for failure to meet the SLA where service availability is materially affected by events beyond reasonable control.
Such events may include:
- Natural disasters
- Floods
- Earthquakes
- Fire
- War or civil disturbance
- Government actions
- National Internet restrictions
- Major telecommunications failures
- Large-scale power-grid failures
- External carrier failures
- Other extraordinary events outside reasonable control
20. Reporting Downtime
Customers covered by an approved Dedicated Server SLA should report suspected downtime as soon as reasonably possible.
The preferred official channel for reporting SLA-related downtime is a Support Ticket through the LeapDigitals Client Area.
A downtime report should include:
- Customer or company name
- Dedicated Server identifier
- Server IP address
- Approximate time the issue started
- Description of the problem
- Error message where applicable
- Ping or traceroute results where relevant
- Screenshots where available
- Any recent customer-side changes
LeapDigitals may require technical investigation before confirming whether an incident qualifies as SLA downtime.
21. Support and Communication Channels
LeapDigitals provides customer support through:
- Support Tickets
- Live Chat
- Official WhatsApp
The official and only LeapDigitals WhatsApp number is: +923344553859
WhatsApp may be used for support communication, reminders, and service notifications.
However, WhatsApp notifications and reminders are supplementary and are not guaranteed.
Email and the LeapDigitals Client Area remain the primary official channels for important service, billing, SLA, and account communication.
LeapDigitals guarantees the sending of applicable system-generated email notifications from its systems, but actual receipt may still depend on the customer's email provider, mailbox status, spam filtering, and other external factors.
For formal SLA review or downtime claims, the customer should use the official Support Ticket system rather than relying only on WhatsApp.
22. Downtime Measurement
SLA downtime is measured and verified using information reasonably available to LeapDigitals, which may include:
- Internal monitoring systems
- Server hardware logs
- Network monitoring
- Router and switch logs
- Power monitoring
- Datacenter reports
- Upstream provider reports
- Support ticket timestamps
- Internal technical investigation
Customer-side monitoring services may be considered as supporting evidence but are not automatically conclusive because results may be affected by local ISP problems, DNS issues, Internet routing, firewalls, monitoring-node problems, or customer configuration.
LeapDigitals will determine whether an incident qualifies as SLA downtime based on the available technical evidence.
23. Availability Calculation
Where required, monthly infrastructure availability may be calculated as:
Availability (%) = ((Total Applicable Service Time - Qualifying Downtime) / Total Applicable Service Time) × 100
Excluded events under this SLA are not counted as qualifying downtime.
The applicable measurement period normally corresponds to the relevant monthly billing or calendar service period unless another period is specified in the approved SLA.
24. SLA Review Requests
If a customer believes the 99% infrastructure availability commitment was not met, the customer should submit an SLA review request through the official LeapDigitals Support Ticket system.
The request should identify:
- The affected Dedicated Server
- The relevant downtime period
- The date and approximate time of the incident
- The associated support ticket where available
- Any relevant technical evidence
LeapDigitals will review the incident against monitoring records, technical logs, applicable exclusions, and the approved SLA terms.
25. Service Credits and Compensation
The existence of this SLA does not automatically create a cash refund, service credit, financial compensation, or damages entitlement.
Any service credit, compensation arrangement, remedy, or other benefit must be expressly stated in the customer's approved SLA or another written agreement accepted by LeapDigitals.
Where no separate credit or compensation arrangement has been agreed, the SLA provides an infrastructure availability commitment and incident review process only.
The separate Refund & Cancellation Policy remains applicable to eligible Dedicated Server refund requests.
26. Dedicated Server Refund Relationship
This SLA is separate from the LeapDigitals Dedicated Server refund policy.
A new Dedicated Server may be eligible for a refund request within seven (7) days of initial activation only where the customer experiences a verified hardware fault or qualifying infrastructure downtime attributable to LeapDigitals, subject to the Refund & Cancellation Policy.
An SLA incident does not automatically mean that a refund is due.
LeapDigitals may first attempt reasonable hardware repair, replacement, network remediation, or other technical resolution where appropriate.
27. Backups and Data Responsibility
Dedicated Server services do not include backups unless backups are specifically purchased or expressly included in the applicable service.
Customers are responsible for maintaining independent backups of important data.
The SLA does not guarantee the availability, integrity, completeness, or recoverability of customer data.
LeapDigitals is not responsible for data loss caused by:
- Customer deletion
- Operating system corruption
- Application failure
- Customer misconfiguration
- Malware or compromise
- Customer-side RAID or storage configuration
- Missing or outdated customer backups
Nothing in this section removes any hardware obligations expressly accepted under an approved SLA.
28. Customer Responsibilities
Customers covered by an SLA must reasonably cooperate with LeapDigitals to diagnose and resolve infrastructure incidents.
Customers remain responsible for:
- Paying invoices on time
- Maintaining accurate contact information
- Monitoring their server and applications
- Maintaining independent backups
- Securing administrative credentials
- Maintaining operating system security
- Maintaining firewall rules
- Using supported software
- Responding to technical requests where necessary
- Reporting infrastructure incidents promptly
- Following LeapDigitals policies
29. No Guarantee of Completely Uninterrupted Service
The 99% infrastructure uptime commitment does not mean that a Dedicated Server can never experience an interruption.
Hosting, network, power, hardware, and Internet-connected infrastructure may occasionally require maintenance or experience unexpected incidents.
Customers operating business-critical systems should implement appropriate:
- Independent backups
- Redundancy
- Monitoring
- Failover
- Disaster recovery
where their operational requirements justify such measures.
30. Relationship With Other LeapDigitals Policies
This SLA should be read together with:
- Terms of Service
- Privacy Policy
- Acceptable Use Policy & Abuse Policy
- Refund & Cancellation Policy
- Support Policy
- Legal Compliance Policy
If an approved Dedicated Server SLA contains specific negotiated terms that differ from general website wording, the expressly approved written SLA terms will apply to that Dedicated Server to the extent stated in the agreement and permitted by applicable law.
31. Changes to This SLA Policy
LeapDigitals may update this public SLA Policy from time to time to reflect changes in infrastructure, services, operational procedures, security, or applicable requirements.
Updates to this public page do not automatically amend separately executed or expressly approved Dedicated Server SLA terms where those terms specify their own amendment procedure.
Updated public versions will be published on the LeapDigitals website with a revised "Last Updated" date.
32. Contact
SLA Requests & Support Tickets:
Through the LeapDigitals Client Area
General Support / Billing / Sales:
admin@leapdigitals.com
Official WhatsApp:
+923344553859
Abuse Reports:
abuse@leapdigitals.com
Legal Notices:
legal@leapdigitals.com
Formal company or organization SLA requests must be submitted on official letterhead bearing an authorized signature and official stamp.
