Scope and Purpose
This SLA applies to all hosting services offered by CheapVPSFrance.com, including but not limited to VPS Hosting, Dedicated Servers, Cloud Hosting, and related services, for customers whose accounts are active and in good standing.
The purpose of this SLA is to define service availability targets, support response expectations, and remedies available if service levels are not met.
Service Commitments
a) Uptime Guarantee
CheapVPSFrance.com guarantees a minimum of 99.9% monthly network and server uptime. Certain premium plans may include higher uptime guarantees (99.95% or 99.99%), as specified in the service description.
b) Technical Support Response Time
We strive to respond to support tickets within 1 hour for critical issues and within a reasonable timeframe for standard inquiries. Support availability may vary depending on the service plan (standard or managed).
c) Hardware Replacement & Failover
For Dedicated Servers and Managed Hosting services, in the event of hardware failure, we commit to replacing or repairing defective components as quickly as possible, typically within 4–24 hours, subject to part availability and data center access.
3. Remedies / Service Credits
If CheapVPSFrance.com fails to meet the uptime or support response commitments outlined in this SLA, eligible customers may request a service credit based on the affected service period.
- Service credits are calculated as a percentage of the monthly service fee.
- The maximum total credit shall not exceed the amount paid for the affected monthly service.
4. Exclusions (What Is Not Covered)
Service credits will not be issued for downtime or service issues caused by:
- Scheduled maintenance or planned upgrades
- Force majeure events (natural disasters, fire, war, government actions, or similar events)
- DDoS attacks, malware, hacking attempts, or security incidents beyond our reasonable control
- Client-side misconfiguration, custom software, or user errors
- Violations of CheapVPSFrance.com Terms of Service or Acceptable Use Policy
- External network, ISP, or DNS propagation issues
5. Requesting Service Credits
To request a service credit:
- Open a support ticket or send an email with your account details, service ID, date and time of the incident, and a short description.
- Requests must be submitted within 30 days of the incident.
- Approved credits will be applied to the next billing cycle and are non-refundable and non-transferable.
6. SLA Updates and Termination
CheapVPSFrance.com reserves the right to update or modify this SLA at any time. Changes will be published on our website. Continued use of our services indicates acceptance of the updated SLA.
If you do not agree with the changes, you may terminate your services according to our Terms and Conditions.
Last Updated: 03-12-2025