Service Level Agreement
Last updated: June 1, 2025
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitments and credit terms that RocketVPS provides for its VPS hosting services. This SLA is incorporated into and subject to our Terms of Service.
2. Uptime Commitment
We commit to the following monthly uptime targets for our network infrastructure:
| Service Tier | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Network Connectivity | 99.9% | ~43 minutes |
| Node Infrastructure | 99.5% | ~3.6 hours |
3. Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations. We will provide at least 24 hours advance notice for planned maintenance that may result in service interruption. Emergency maintenance may be performed with shorter notice when necessary to protect service integrity.
4. SLA Exclusions
The SLA does not apply to downtime caused by:
- Actions or omissions by you or your applications
- Force majeure events (natural disasters, power outages, etc.)
- DDoS attacks targeting your service specifically
- Violation of our Acceptable Use Policy
- Third-party software or dependencies outside our control
- Scheduled maintenance windows
5. Service Credits
If we fail to meet the uptime commitment in a given calendar month, you are eligible for account credits as follows:
| Monthly Uptime | Credit | Notes |
|---|---|---|
| 99.5% – <99.9% | 30% credit | 30% of monthly fee credited to your account |
| Below 99.5% | 100% credit | Full monthly fee credited to your account |
All credits are issued as account credit only and cannot be exchanged for cash or transferred. Credits are applied to your account balance and will be used against future invoices.
6. Claiming Credits
To request an SLA credit, open a support ticket within 14 days of the qualifying downtime event. Include the affected service, the dates/times of the outage, and any relevant information. We will investigate and apply eligible credits within 7 business days.
7. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | Within 1 hour |
| High | Significant performance degradation | Within 4 hours |
| Medium | Partial issues or billing inquiries | Within 24 hours |
| Low | General questions | Within 48 hours |