Service Level Agreement (SLA)
Last updated: January 12, 2025
This Service Level Agreement (SLA) outlines our commitment to uptime, performance, and service quality for VPSoto hosting services.
Uptime Guarantee
Monthly Uptime Guarantee
Maximum Downtime per Month
Credit for SLA Breaches
1. Scope of Coverage
This SLA applies to:
- All VPS hosting plans (Starter, Business, Pro, Enterprise)
- Dedicated server hosting
- RDP server hosting
- Email hosting services
- Network infrastructure and connectivity
2. Definitions
Uptime
The percentage of time that our services are operational and accessible, excluding scheduled maintenance windows.
Downtime
Any period during which your server is not accessible due to infrastructure failure or network connectivity issues on our end, excluding scheduled maintenance.
Monthly Uptime Percentage
Calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100%
3. Uptime Commitment
| Monthly Uptime % | Service Credit |
|---|---|
| 99.9% - 100% | No credit |
| 99.0% - 99.89% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
4. Exclusions
The uptime guarantee does not apply to downtime caused by:
- Scheduled maintenance (announced at least 24 hours in advance)
- Emergency maintenance for security or critical updates
- Issues caused by your applications, scripts, or configurations
- DDoS attacks or other malicious activities targeting your server
- Force majeure events (natural disasters, war, etc.)
- Network issues beyond our control (ISP, backbone providers)
- Customer-initiated shutdowns or suspensions
- Account suspensions due to Terms of Service violations
5. Claiming Service Credits
To claim service credits:
- Submit a support ticket within 7 days of the incident
- Include the date and time of downtime
- Provide detailed description of the issue
- Credits will be reviewed and applied within 15 business days
- Credits are applied to your account for future services
- Credits cannot be exchanged for cash
6. Network Performance
We commit to maintaining:
- Network latency under 50ms within the same region
- Packet loss under 0.1% on our network
- Network capacity to handle traffic spikes
- Redundant network paths for failover
7. Support Response Times
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Server down, major outage | 15 minutes |
| High | Significant performance degradation | 1 hour |
| Medium | Minor issues, questions | 4 hours |
| Low | General inquiries | 24 hours |
8. Data Center Standards
Our data centers maintain:
- Tier III or higher certification
- Redundant power systems (N+1)
- Climate-controlled environments
- 24/7 physical security and monitoring
- Fire suppression systems
- Biometric access controls
Maximum Liability
Service credits are the exclusive remedy for SLA breaches. Total credits for any month cannot exceed 50% of the monthly service fee. This SLA does not modify or limit our liability under the Terms of Service.
9. SLA Modifications
We reserve the right to modify this SLA at any time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of our services after changes constitutes acceptance of the updated SLA.
10. Contact
For questions about this SLA or to submit a service credit claim, contact us at sla@vpsoto.com.