1. Scope
This Service Level Agreement (SLA) forms part of our Terms of Service. It applies to shared hosting, reseller hosting, Managed VPS and Cloud VPS accounts on our own infrastructure, and takes effect from 25 September 2026.
2. Uptime commitment
We commit to 99.9% monthly availability for the network and the physical platform your service runs on.
99.9% allows for approximately 43 minutes of unplanned downtime in a 30-day month.
What counts as available. A service is available when the server hosting it responds to our monitoring checks. We check every 60 seconds from our monitoring node and publish the results at vpspioneer.com/status.
What we measure.
| Service | What we monitor |
|---|---|
| Shared and reseller hosting | HTTP response from the hosting node |
| Managed VPS and Cloud VPS | ICMP and SSH response from the host platform |
| SMTP, IMAP and POP3 response | |
| Nameservers | DNS response from ns1 and ns2 |
Downtime is measured from the first failed check to the first successful one after it.
3. Service credits
If monthly availability falls below the commitment, you may claim a credit against your next invoice.
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.89% | 10% of that month's fee for the affected service |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
How to claim. Open a ticket within 30 days of the end of the affected month, with the dates and approximate times of the downtime you experienced. We check this against our monitoring records and apply the credit to your account within five business days.
Credits are applied to your account balance and used against future invoices. They are not paid out in cash, and the total credit in any month will not exceed the fee you paid for that service in that month.
4. Support response
We answer tickets within four hours, around the clock.
Urgent issues, such as a server down, a site unreachable or mail not delivering, are monitored automatically and acted on as soon as they are detected, often before you open a ticket.
Response time means a human reply that addresses your issue. It does not mean the issue is resolved within four hours; resolution time depends on what is wrong.
5. Planned maintenance
Planned maintenance is not counted as downtime.
- Routine maintenance is carried out in low-traffic hours where possible
- We give at least 48 hours notice for work expected to interrupt service
- Emergency security patching may be applied without notice; we tell you afterwards what was done and why
Notices are sent by email and published on the status page.
6. Exclusions
The uptime commitment and service credits do not apply to downtime caused by:
- Your own configuration: application errors, misconfigured firewalls, exhausted disk or memory, expired certificates you manage, code you deploy
- Your own software on a self-managed VPS, including the operating system once the server has been handed over
- Resource limits reached on shared or reseller hosting, where your account is suspended or throttled under our Acceptable Use Policy
- Non-payment: services suspended for an unpaid invoice
- Abuse: services suspended following an abuse report or a breach of the Acceptable Use Policy
- Denial-of-service attacks beyond the capacity of our network-level mitigation
- Third parties outside our control: upstream network providers, domain registries, external DNS, payment processors, or your own ISP
- Force majeure: events beyond our reasonable control, including natural disasters, power grid failures, industrial action and government action
- Planned maintenance as described in section 5
- Suspension or termination of your account in line with our Terms of Service
7. What this SLA does not cover
This SLA covers the availability of the platform we operate. It does not cover:
- The correctness or performance of software you install
- Data loss where you have not kept your own copies, beyond the backup retention described in your plan
- Third-party licences, such as WHMCS, where the vendor controls availability
- Search engine rankings, deliverability to third-party mailboxes, or any outcome that depends on a party other than us
8. Changes
We may update this SLA. Material changes are announced by email at least 30 days before they take effect. The version in force during the month in which the downtime occurred is the one that applies to it.
9. Contact
Questions about this SLA: open a ticket from your client area, or email hello@vpspioneer.com.
VPSPIONEER LTD 167-169 Great Portland Street, 5th Floor, London W1W 5PF, United Kingdom Registered in England and Wales, company number 16893138
Something here unclear, or you need this in writing for your own records? Open a ticket and we’ll answer.