Service Level Agreement (SLA)

This SLA defines DPTCloud commitments and compensation if unmet. This is the SOLE and EXCLUSIVE remedy for customers in case of downtime.

99.9%

Committed Uptime

24/7

Support

< 30m

Response

50%

Max Credit

Uptime Commitment

Cloud VPS/Hosting

99.9% Network and Power Uptime.

Dedicated Servers

99.9% Datacenter Infrastructure Uptime.

Cloud Storage

99.9% Data Availability.

Network

Domestic and International Internet Connectivity.

Response Time

Critical

Server completely Down, inaccessible.

Response within 30 mins

High

Service unstable, laggy, some features failing.

Response within 2 hours

Medium

Setup support, config, minor errors.

Response within 8 hours

Low

Consultation, questions, billing.

Response within 24 hours

SLA Credit Policy

Compensation based on current month fee, deducted from next month invoice.

Actual Uptime	Refund
99.5% - 99.89%	5% monthly fee
99.0% - 99.49%	10% monthly fee
98.0% - 98.99%	25% monthly fee
Below 98%	50% monthly fee (Max)

SLA Exclusions

Downtime caused by the following is NOT counted:

Scheduled maintenance with prior notice.

Customer errors (bad code, full disk/CPU, hacked, wrong config).

Force Majeure (Disaster, war, widespread fiber cuts, massive DDoS).

Service locked due to violation or non-payment.

End-user ISP connection issues.

3rd party software errors.

Exceeding purchased resource limits.

Services in Beta testing phase or free services.

Interruption due to request from competent authorities (server seizure for investigation).