This Service Level Agreement (SLA) defines the levels of service provided by I9VPS for its hosting solutions, including VPS, dedicated servers, and related services. Our commitment to quality and reliability ensures that your hosting environment meets the highest standards.
1. Guaranteed Uptime
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99% Uptime Guarantee
I9VPS guarantees a 99% network uptime for all hosting services. This means that your server will be accessible and operational 99% of the time during any given calendar month, excluding scheduled maintenance or events beyond our control (see Section 6). -
Downtime Credit
In the unlikely event that we fail to meet this uptime guarantee, you are entitled to request a service credit. The credit will be calculated as a percentage of your monthly fee based on the duration of the downtime. For example:- Uptime below 99% but above 95%: 5% credit.
- Uptime below 95%: 10% credit.
2. Support Availability
- 24/7 Technical Support
Our team of expert technicians is available 24/7 to assist you with server issues, performance concerns, or any technical challenges you face.- Contact methods: Email, live chat, and ticketing system.
- Average response time: 30 minutes for initial contact.
3. Network Performance
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High-Speed Network
We provide a stable and reliable network with connections up to 1 Gbps or higher, depending on your plan. Our infrastructure is designed to deliver consistent performance with minimal latency. -
DDoS Protection
All hosting plans include DDoS protection to safeguard your services from malicious traffic and attacks.
4. Hardware Replacement
- Rapid Hardware Replacement Guarantee
In the event of hardware failure, we guarantee to replace the faulty hardware (e.g., CPU, RAM, SSD) within 4 hours of identifying the issue. This ensures minimal disruption to your services.
5. Scheduled Maintenance
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Notification
Scheduled maintenance is essential to keep our infrastructure secure and up to date. I9VPS will notify customers at least 48 hours in advance of any planned maintenance that may affect service availability. -
Minimized Impact
We strive to perform maintenance during off-peak hours to reduce the impact on your operations.
6. Exclusions
The following events are excluded from the uptime guarantee and SLA compensation:
- Scheduled Maintenance: Announced in advance and conducted during off-peak hours.
- Force Majeure Events: Including but not limited to natural disasters, government actions, or other events beyond our control.
- Customer Errors: Misconfigurations, abuse, or misuse of the service by the customer.
- Third-Party Software Issues: Problems arising from third-party software or applications installed by the customer.
7. Reporting Downtime
- To request a service credit for downtime, customers must submit a ticket to [email protected] within 7 days of the incident, including:
- Description of the issue.
- Date and time of the outage.
- Logs or evidence supporting the claim.
8. Money-Back Guarantee
- 7-Day Guarantee
If you are unsatisfied with our services within the first 7 days, you can request a full refund under our Money-Back Guarantee. This does not apply to custom orders, add-ons, or domains.
9. Amendments
I9VPS reserves the right to amend this SLA at any time. Changes will be communicated to customers through email or updates on our website. Continued use of our services constitutes agreement to the updated SLA terms.
Contact Us
For questions or concerns regarding this SLA, please contact us:
- Email: [email protected]
- Website: i9vps.net
I9VPS – Reliable Hosting You Can Trust.