Service Level Agreement (SLA)

Last updated: May 28, 2025

This Service Level Agreement (SLA) describes the minimum service levels guaranteed by VPSCloudHub for its hosting services. By using our services, you agree to the terms outlined below.

Service Guarantees

Guaranteed uptime: VPSCloudHub relies on Microsoft Azure's public SLA, currently 99.9% monthly for infrastructure services. Actual uptime may vary based on Azure's performance and factors outside our control.
Maximum support response time: 1 business day (24 hours)

Refund Policy for Downtime

Note: Refunds are only issued for technical issues directly caused by VPSCloudHub. No refunds for issues caused by Azure, other third-party providers, or user errors.

If downtime results in uptime below 99.9% in a given month (excluding exclusions below), the customer is entitled to a full refund of the monthly plan fee, subject to verification via our monitoring logs.
The maximum refund is limited to the monthly plan fee for the affected month. No compensation for indirect damages or loss of profits.

Exclusions

Scheduled maintenance with at least 24 hours' notice
Problems or downtime caused by Microsoft Azure or other infrastructure providers
External events beyond our control (e.g., DDoS attacks, global network issues, user misconfigurations, force majeure)

How to Request a Refund

To request a refund, the customer must contact support within 30 days from the occurrence of the downtime. Requests must include details and, if possible, evidence of the downtime.

Limitations of Liability

Disclaimer: VPSCloudHub is not responsible for indirect damages, loss of data, or loss of profits. Our maximum liability is limited to the refund of the monthly plan fee as described above.

Transparency and Communication

We use Microsoft Azure enterprise infrastructure with active monitoring and technical support. In case of major incidents or scheduled maintenance, we will inform customers as soon as possible via the website or email.