Service Level Agreement (SLA)

1. Service Commitment

TildaVPS is committed to providing high-quality, reliable services to our customers. This Service Level Agreement (SLA) defines the terms and conditions under which we deliver our Services, including VPS, dedicated servers, and network solutions.

2. Definitions

Key terms used in this SLA include Uptime, Downtime, Scheduled Maintenance, and Emergency Maintenance.

3. Service Availability

TildaVPS guarantees a monthly Uptime of 99.9% for our VPS and dedicated server Services, excluding Scheduled Maintenance and Emergency Maintenance.

4. Performance Metrics

We commit to specific performance metrics for network and server performance, including latency, packet loss, and resource availability.

5. Maintenance and Updates

We provide notice for Scheduled Maintenance and make best efforts to notify customers about Emergency Maintenance.

6. Support Services

TildaVPS provides 24/7 technical support with specified response times for different priority levels.

7. Service Credits

Customers are eligible for service credits if we fail to meet our Uptime guarantee.

8. Limitations and Exclusions

This SLA does not apply to certain situations, such as issues resulting from customer actions or force majeure events.

9. Termination

TildaVPS reserves the right to terminate or suspend Services for customers who violate our Acceptable Use Policy or Terms of Service.