DPTCloud
Warranty

Warranty & Support Policy

Commitment to quality and technical support responsibility.

Last updated: January 4, 2026

This policy defines DPTCloud's scope of responsibility for incident handling and service warranty.

Warranty Periods

Infrastructure (Hosting/VPS)

Subscription duration

Commitment to stable hardware, network, power.

Server Hardware

Replace 2-4h

Free replacement of defective components.

Software (Outsource)

3-12 months

Warranty for code bugs originating from DPTCloud.

License Products

Per Vendor

Per vendor policy (cPanel, Microsoft...).

What's Covered

  • Physical server hardware defects owned by DPTCloud.
  • Network errors within DPTCloud Data Center.
  • Code bugs, features developed by DPTCloud in Outsource projects (during warranty).
  • Support to reset VPS/Hosting OS to initial state upon system error.

Warranty Denied

  • Errors due to Customer tampering with code, server config, installing strange software.
  • Errors due to Customer website source code being hacked, virus-infected, or outdated.
  • Data loss due to Customer not backing up (unless paid Backup service failed).
  • Incidents caused by 3rd parties (Google/Facebook API changes, Domain expired...).
  • Damage to Customer equipment in Colocation unless directly caused by DPTCloud.

Support Process

1

Send Ticket

Must send via Support Ticket system to record SLA time.

2

Check

Technician identifies cause (DPTCloud error or Customer error).

3

Resolve

If DPTCloud error: Free fix. If Customer error: Advise or quote repair service.

4

Acceptance

Customer confirms resolution result.

Notes

DPTCloud is not responsible for data content inside customer servers.

For Unmanaged VPS/Server, we only ensure online status, not software support inside.

Customer must provide temporary login info when requested for checking.