This Service Level Agreement ("SLA") describes the service availability commitment for DreshVPS virtual private server services. This SLA is part of and subject to our Terms of Service.
Monthly Uptime Guarantee
1. Uptime Commitment
DreshVPS guarantees 99.9% monthly uptime for all VPS services. This means your server will be available and accessible for at least 99.9% of each calendar month.
What does 99.9% mean? A maximum of 43 minutes and 50 seconds of unplanned downtime per month.
1.1 Uptime Calculation
Monthly uptime percentage is calculated as:
((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
2. Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits applied to your next billing cycle:
| Monthly Uptime | Downtime | Service Credit |
|---|---|---|
| 99.0% – 99.9% | Up to 7.3 hours | 5% of monthly fee |
| 98.0% – 99.0% | Up to 14.6 hours | 10% of monthly fee |
| 97.0% – 98.0% | Up to 22 hours | 25% of monthly fee |
| Below 97.0% | 22+ hours | 50% of monthly fee |
2.1 Credit Limits
- Maximum credit per month: 50% of your monthly service fee
- Credits are applied to future invoices and cannot be refunded as cash
- Credits expire after 12 months if unused
2.2 How to Claim Credits
To request a service credit:
- Email [email protected] within 7 days of the incident
- Include your account email and VPS identifier
- Specify the date, time, and duration of the downtime
- Describe how the downtime affected your service
We will review your request and respond within 5 business days.
3. What's Covered
This SLA covers downtime caused by:
- Hardware failures on our infrastructure
- Network connectivity issues within our control
- Hypervisor or virtualization platform failures
- Storage system failures
- Power outages at our facilities
4. What's Not Covered
This SLA does not apply to downtime caused by:
- Scheduled maintenance — Announced at least 24 hours in advance via email
- Emergency maintenance — Critical security patches or urgent fixes
- Your actions — Misconfiguration, software bugs, or resource exhaustion on your VPS
- DDoS attacks — Although we provide DDoS protection, extreme attacks may cause temporary disruption
- Third-party issues — DNS providers, upstream ISPs, or services outside our control
- Force majeure — Natural disasters, war, government actions, or other events beyond our control
- Account suspension — Downtime due to non-payment or Terms of Service violations
- Beta or free services — Any services explicitly marked as beta or promotional
5. Scheduled Maintenance
We perform regular maintenance to keep our infrastructure secure and reliable:
- Standard maintenance: Announced via email at least 24 hours in advance
- Maintenance window: Typically scheduled during low-traffic hours (2:00 AM – 6:00 AM EST)
- Expected duration: Most maintenance windows are under 30 minutes
- Emergency patches: Critical security updates may be applied with shorter notice
Scheduled maintenance does not count toward downtime calculations.
6. Monitoring
We monitor all VPS nodes and network infrastructure 24/7. Our monitoring includes:
- Server availability checks every 60 seconds
- Network latency and packet loss monitoring
- Hardware health monitoring (CPU, RAM, disk, temperature)
- Automated alerting and incident response
7. Support Response Times
While not part of the uptime SLA, we commit to the following response times:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely down | Within 1 hour |
| High | Major feature impacted | Within 4 hours |
| Normal | General issues or questions | Within 24 hours |
| Low | Feature requests, feedback | Within 48 hours |
8. Changes to This SLA
We may update this SLA from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email at least 30 days in advance.
9. Contact
For SLA-related inquiries or to report downtime:
- Email: [email protected]
- Subject line: "SLA Credit Request" or "Downtime Report"