Uptime SLA: 99% guaranteed in writing

What uptime means

Uptime is the percentage of time your VPS is switched on and reachable over the network. An SLA (Service Level Agreement) is the commitment in which a provider states the level of uptime it guarantees, and what the customer receives when that level is missed.

To give a sense of scale: in a 30-day month, 99% allows for about 7 hours of downtime in total. That figure is the threshold below which compensation is due, not the target we work to: dual power feeds, a redundant network and constant monitoring are there to keep us well clear of it. The Data centres page explains how.

What we guarantee

We guarantee 99% service continuity for every VPS, measured over the calendar month. The guarantee covers the infrastructure your VPS runs on: the physical servers, the storage, and the power and network of the data centres.

What you receive if we miss it

If the availability of your VPS falls below 99% in a calendar month, you are entitled to compensation equal to the full fee for that month for the VPS concerned:

Compensation is calculated on the fee of the VPS affected, for the month in which the outage happened.

How to claim

1. Open a ticket from the client area, stating the VPS and the times it could not be reached.
2. We check the monitoring data for the month in question.
3. If availability fell below the threshold, the compensation is yours.

For the SLA to be calculated, the VPS must have been continuously active for the whole calendar month the claim refers to. Any dispute follows the procedure set out in the terms you accept when you order.

What the SLA does not cover

• Faults in software installed by the customer, or its misconfiguration, including the operating system, trading platforms and Expert Advisors.
• Restarts, reinstallations and shutdowns carried out by the customer, from the control panel or from Windows.
• Scheduled data centre maintenance, announced in advance.
• Outages of Internet backbones, or problems with the customer’s own connection.
• Unavailability of broker servers, data feeds or other third-party services.
• Force majeure and, in general, problems that are not caused by a fault in our data centres.

The SLA concerns the availability of the service. It does not cover trading losses or missed profits, which is why we always recommend keeping your stop loss and take profit on the broker’s server.