Service Level Agreement

VPS House Technology Group LLC’s Service Level Agreement


To ensure that customers are provided a service level consistent with the high expectations of both VPS House Technology Group LLC (“VPS House”) and our customers, we have the following Service Level Agreement covering service interruptions related to network, power, and hardware.

100% Uptime on Power and Network

VPS House will provide each VPS and dedicated server client 100% uninterrupted transit to the Internet and 100% uninterrupted electrical power to each dedicated server. In the event that VPS House fails to provide 100% uptime to do so, customers are eligible to receive an account credit proportionate to the amount of time that the affected service was inaccessible.

Service Level Agreement credits will be awarded as follows:

  • For the first fifteen minutes of cumulative downtime occurred during the course of a billing month, a credit equal to five percent of the monthly recurring fees will be awarded to the client for each directly affected service.

  • Should service interruption exceed that first fifteen minute period for a particular service, a five percent credit will be awarded to the client for each one hour period of cumulative downtime thereafter for that service.

Credits are awarded on a per service basis, meaning each billing service is considered a unique Service Level Agreement credit and awarded accordingly. The service interruption accrued by an individual server is considered independent of that accrued by another server and, as such, credited independent of any other interrupted services.

VPS House provides unmanaged services. As a result, we do not actively monitor downtime of individual devices, and as such, VPS House will not be held liable for unreported downtime in situations where the downtime is isolated to a single customer. In the event that the customer takes longer than one hour to report downtime, the customer forfeits the Service Level Agreement credit for time prior to one hour before submitting the ticket.

Four Hour Hardware Replacement Service Level Agreement

VPS House guarantees to replace failed hardware components in regularly stocked dedicated servers at no cost to the client within a four hours of diagnosis by the VPS House staff. In the event VPS House does not replace the failed hardware within four hours of the time we diagnose the problem to be the hardware, we will credit your account for five days of service, calculated based on the cost of the monthly recurring fees directly related to the interrupted service.

Receiving Service Level Agreement Credits

No account credit shall be issued until an Service Level Agreement credit request is made by the client. All requests for credits must be made within five days of the incident and after the incident is completed or no further service interruption is expected due to the incident. All requests for credits must be made by submitting a billing ticket.

Additional Conditions

Service Level Agreement credits shall not exceed 100% of the monthly recurring fees associated with the service credited.

Service interruption that is caused by equipment and/or events that are the effect of or under the control of the client.

No part of this agreement shall cover loss of power or network as a result of the client’s utilization of remote power or network management tools that may be made available to them by VPS House.

No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack.

No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance.

Billing related service interruptions are not eligible unless they are a result of human error by a representative of VPS House. Services experiencing billing related downtime as a result of the action or inaction of an automated system (such as a PayPal subscription) are ineligible for Service Level Agreement credits.

Service interruptions that are caused by the misconfiguration or mismanagement of the customer (e.g. an incorrect network configuration on the device) are not eligible.

IP Geographic Data

The current IPv4 pool has been exhausted, so we do not provide a guarantee of the geographic location of the IP. But usually we will change the geographic location information of the IP to the current data center. (For example, if the data center is in Seattle, Washington, then third-party WHOIS tools may think that the IP is in Dallas, Texas.)

Usually Delivery Time

These are just the usual, not fixed, please according to the actual situation. If you are a new customer, usually your Dedicated Servers order(s), Outlet Servers order(s), and Colocation Hosting order(s) will be set after 48 hours, the premise is that your order does not trigger the Terms of Service.

  • North America Dedicated Servers 8 working hours to 1 month.

  • European Dedicated Servers 48 working hours to 1 month.

  • Oceania Dedicated Servers 24 working hours to 30 working days.

  • Asian Dedicated Servers 3 working days to 30 working days.

  • Build Your Own Bare Metal Servers In Stock: 48 working hours to 7 working days; Part of Stock: 7 working days to 20 working days; Out of Stock: 7 working days to 30 working days.

  • Dedicated Servers Addons maximum 14 working days.

  • Colocation Hosting 7 working day to 30 working days.

  • All Solutions no expected time.

Note! If your payment gateway is Wire & SWIFT Transfer, ACH Transfer and Direct Debit may need more time, usually the bank processing time is 7 working days.

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