Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") is a policy governing the use of MetroVPS services ("Services") and applies separately to each account using our Services. This SLA applies in addition to the Terms of Service.
MetroVPS commits to providing industry-leading reliability and performance for all our infrastructure services. In the event that we do not meet the service levels specified in this SLA, you may be eligible for service credits as described below.
Our Commitment
- Maximum uptime for mission-critical applications
- Transparent availability metrics
- Fair and automatic credit compensation
- 24/7 expert support
2. Definitions
For the purposes of this SLA, the following definitions apply:
"Service Unavailability"
When your service is inaccessible from the internet, or when packet loss exceeds 5% for more than 5 consecutive minutes, as confirmed by our monitoring systems.
"Monthly Uptime Percentage"
Calculated as: (Total minutes in month - Minutes of Service Unavailability) / Total minutes in month × 100%
"Service Credit"
A credit applied to your account that can be used for future service fees. Service credits are not refunds, cannot be transferred, and expire after 12 months.
"Scheduled Maintenance"
Maintenance activities announced at least 7 days in advance, or emergency maintenance required to prevent security vulnerabilities or data loss.
3. Exclusions
This SLA does not apply to any unavailability, suspension, or termination of Services:
- Caused by factors outside of our reasonable control, including force majeure events, internet access issues, or third-party service failures
- Resulting from your equipment, software, or other technology
- Caused by your violation of the Terms of Service or Acceptable Use Policy
- During scheduled maintenance windows
- Due to emergency security patches or vulnerability fixes
- Resulting from suspension or termination of your account
- Caused by DDoS attacks exceeding your protection level
- Due to your configuration changes or software installations
4. Support Response Times
We commit to responding to support requests according to the following priority levels:
Initial Response
15 minutes
Status Update
30 minutes
Target Resolution
4 hours
Initial Response
1 hour
Status Update
2 hours
Target Resolution
8 hours
Initial Response
4 hours
Status Update
8 hours
Target Resolution
24 hours
Initial Response
24 hours
Status Update
As needed
Target Resolution
Best effort
Response times are measured from the time a support ticket is submitted through our official support channels. Resolution times are targets and may vary depending on the complexity of the issue.
5. Scheduled Maintenance
MetroVPS may perform scheduled maintenance to ensure optimal performance and security of our infrastructure. Our maintenance policy is as follows:
- Notice Period: At least 7 days advance notice for planned maintenance
- Maintenance Windows: Scheduled during off-peak hours (typically 2:00 AM - 6:00 AM local time)
- Duration: Individual maintenance windows will not exceed 4 hours
- Frequency: No more than one scheduled maintenance per month per service
- Emergency Maintenance: May be performed without advance notice for critical security updates or to prevent data loss
We will notify you of scheduled maintenance via email and through your control panel dashboard. Maintenance does not count toward SLA calculations.
6. Limitations
The following limitations apply to this SLA:
- Service credits are your sole and exclusive remedy for any failure by MetroVPS to meet the SLA
- The total amount of credits awarded in any 12-month period shall not exceed one month of service fees
- This SLA does not apply to beta, trial, or free services
- Custom enterprise agreements may have different SLA terms
- We reserve the right to modify this SLA with 30 days notice
7. Contact Information
For SLA-related inquiries or to report service unavailability:
SLA Inquiries