Service Level Agreement

Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") outlines the service availability and support commitments provided by VPSNexa for its Virtual Private Server (VPS) and Windows Remote Desktop (RDP) hosting services. This agreement applies to all active paid services unless otherwise stated.

Our mission is to deliver reliable, secure, and high-performance virtual servers backed by responsive technical support.

2. Services Covered

This SLA applies exclusively to:

* Linux VPS Hosting
* Windows VPS Hosting
* Windows Remote Desktop (RDP) Servers

3. Uptime Guarantee

VPSNexa guarantees 99.9% monthly network uptime for all VPS and RDP services.

Monthly uptime is calculated as:

Monthly Uptime = ((Total Monthly Minutes âˆ’ Downtime Minutes) أ· Total Monthly Minutes) أ— 100

Scheduled maintenance and exclusions listed in this agreement are not considered downtime.

4. Scheduled Maintenance

To maintain the stability and security of our infrastructure, scheduled maintenance may occasionally be required.

* Whenever possible, customers will be notified at least 24 hours in advance.
* Maintenance is generally performed during low-traffic hours.
* Emergency maintenance may be performed without prior notice if necessary to protect the platform or customer services.

5. Support Response Times

Response time refers to the time required to acknowledge and begin handling a support request.

6. Service Credits

If the monthly uptime falls below our guarantee, eligible customers may request service credits.

Monthly Uptime | Service Credit
99.0% â€“ 99.89% | 10% of monthly service fee
95.0% â€“ 98.99% | 25% of monthly service fee
Below 95.0% | 50% of monthly service fee

Credits:

* Apply only to the affected service.
* Are issued as account credit.
* Cannot be exchanged for cash.
* Must be requested within 14 days after the end of the affected month.

7. SLA Exclusions

This SLA does not apply to service interruptions caused by:

* Customer software or operating system issues
* Customer misconfiguration
* Malware or compromised credentials
* DDoS attacks beyond available mitigation capacity
* Third-party software installed by the customer
* Internet connectivity issues outside VPSNexa's network
* Force majeure events
* Scheduled or emergency maintenance
* Suspension due to violations of our Terms of Service or Acceptable Use Policy

8. Customer Responsibilities

Customers are responsible for:

* Maintaining secure passwords and login credentials.
* Keeping their operating system and applications updated.
* Managing their own software installations.
* Maintaining regular backups of important data.
* Using services in compliance with our Terms of Service and Acceptable Use Policy.

9. Data Backup

Unless explicitly included in your hosting plan:

* VPSNexa does not automatically back up customer servers.
* Customers are solely responsible for creating and maintaining backups.
* We strongly recommend maintaining off-site backups for critical data.

10. Requesting SLA Credits

To request service credits, customers must open a support ticket including:

* Service ID
* Date and time of the outage
* Description of the issue

Claims must be submitted within 14 calendar days after the affected month.

11. Limitation of Liability

The service credits described in this SLA are the customer's exclusive remedy for downtime covered by this agreement. VPSNexa's total liability shall not exceed the monthly fee paid for the affected service.

12. Changes to this SLA

VPSNexa reserves the right to modify this Service Level Agreement at any time. Updated versions become effective immediately upon publication on our website.

13. Contact Information

VPSNexa Support
Email: support@vpsnexa.com
Website: https://vpsnexa.com

Our Commitment

At VPSNexa, we are committed to providing dependable VPS and Windows RDP hosting with enterprise-grade infrastructure, high availability, fast support, and reliable performance so your workloads remain online when you need them most.