Service Level Agreement

Enterprise-Grade Service Level Agreement

Our commitment to providing reliable, high-performance hosting services

99% Uptime

Maximum average monthly downtime of 3 hours

DDoS Protection

Enterprise-grade protection up to 10 Tbps

Network Performance

< 50ms latency within region

Fast Support

Critical response < 1 hour

Regular Backups

Weekly, and monthly retention

Service Credits

Up to 100% credit for downtime

1. Service Commitment

VipServers is committed to providing a high-quality, reliable hosting service. We guarantee 99% uptime for all our services, measured on a monthly basis.

2. Service Level Guarantees

Network Availability

  • Target uptime: 99%
  • Maximum monthly downtime: 3 hours
  • Measurement period: Calendar month

Network Performance

  • Latency: <50ms within region
  • Packet loss: <0.1%
  • Network capacity: 100% of purchased bandwidth

3. Service Credits

If we fail to meet our SLA, you are eligible for service credits:

15% Credit
98.0% - 99.0% uptime
30% Credit
95.0% - 97.9% uptime
50% Credit
90.0% - 94.9% uptime
100% Credit
Below 90.0% uptime

4. Support Response Times

Critical
< 1 hour
High
< 6 hours
Medium
< 12 hours
Low
< 24 hours

5. SLA Exclusions

Downtime does not count toward SLA credits when it is caused by events outside our reasonable control.

  • Power outages, utility failures, datacenter incidents, or upstream provider outages outside our control
  • Scheduled maintenance, emergency maintenance, or customer-requested work
  • Customer configuration errors, software issues, plugins, mods, scripts, or misuse of service resources
  • DDoS attacks or third-party network events that exceed available mitigation
  • Suspension, cancellation, non-payment, abuse handling, or terms enforcement

6. Contact Information

SLA Support

Email: legal@vipservers.host