Service Level Agreement (SLA)

At VPSLIX, operated by MAXIAFFIL LLC, we are committed to providing a highly available and reliable cloud infrastructure. This Service Level Agreement (SLA) outlines our commitment to uptime and the remedies available in the event of a service interruption.

1. 99.9% Uptime Guarantee

We guarantee that our Cloud VPS and Network Infrastructure will be available 99.9% of the time in any given calendar month.

2. Definition of Downtime

"Downtime" refers to a situation where the Customer’s active VPS instance is completely unreachable via the public internet due to a failure in VPSLIX’s core network or hardware.

• Downtime is measured from the moment the Customer opens a technical support ticket at https://www.google.com/search?q=my.vpslix.com until the service is restored.

3. Exclusions

The uptime guarantee does not apply to downtime caused by:

• Scheduled Maintenance: Periodic updates and hardware maintenance (notified 24-48 hours in advance).

• Emergency Maintenance: Critical security patches or hardware failures.

• Customer Actions: Misconfiguration of the OS, software errors, or being under a DDoS attack.

• AUP Violations: Suspension due to spamming, illegal activities, or non-payment.

• Third-Party Issues: Upstream provider failures or global internet routing issues.

4. Service Credits

If we fail to meet the 99.9% uptime guarantee, Customers may be eligible for Service Credits applied to their next billing cycle:

• 99.9% to 99.0%: 5% credit of the monthly fee.

• 98.9% to 95.0%: 10% credit of the monthly fee.

• Below 95.0%: 25% credit of the monthly fee.

Note: Service Credits are the sole and exclusive remedy for any downtime and cannot exceed the total monthly fee.

5. Claiming Credits

To claim a credit, the Customer must open a billing ticket within 7 days of the downtime incident. All claims are subject to verification by VPSLIX technical logs.