Service Level Agreement

Service Level Agreement

This Web Site Availability Service Level Agreement (SLA) applies to you (”customer”) if you have ordered any of the following KVM VPSs, Xen VPSs and Email or DNS Hosting (“Services”) and your account is active and in good financial standing (Not Overdue). The term “Web Site Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the month) that the customers services have network connectivity.

Service Level

PickVPS’s goal is to ensure 99.9% Web Site Availability for all of our customers who have taken services out with us.

Service Credits

Service Uptime

  • 95% – 99.9% – 10% Credit
  • 90% – 94.9% – 15% Credit
  • 89.9% or bellow – 100% Credit

You must claim your credit within 5 working days from when the outage occurred. Please request this refund from our billing department, your
credit will be applied within 45 days from when the ticket is submitted.

PickVPS reserves the right to amend the above at any time, credit when third party monitoring scripts can easily be manipulated to give false results or are highly inaccurate. You must claim your credit within 5 working days from when the outage occurred. Please request this refund from our billing department, your credit will be applied within 45 days from when the ticket is submitted.

Restrictions

The customer shall not receive any credits in accordance to this SLA in connection with the failure of Website Availability which is caused by any of the following:

  • Circumstances beyond PickVPS’s control, including, without limitation, acts of any governmental body, war, insurrection, embargo, armed conflict, flood, fire,   sabotage, strike, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, DDoS Attacks,   DOS Attacks, virus attacks or hackers, failure of third party software.
  • Failure to access PickVPS Networks, unless the failure is caused by PickVPS.
  • Scheduled Maintenance
  • External DNS Issues and or DNS Propagation