Service Level Agreement
UplinkVPS.com leases high-availability Internet Transit network infrastructure, available within secure Co-location facilities. The implementation of this high-availability Internet Transit network infrastructure has been accomplished by the following:
- All Customer connections make use of Cisco's HSRP (hot standby router protocol)
- Multiple upstream providers
- All network devices have onsite spares
- All key network components are monitored 24x7
Service Level Agreement Terms:
UplinkVPS.com will provide 100% uninterrupted transit to a specified Virtual or Dedicated Server to all
Virtual or Dedicated Server customers who have purchased said service from UplinkVPS.com. Should
transit to Virtual or Dedicated Server become unavailable for a cumulative period up to one hour in any
one calendar month, the customer will receive a refund equivalent to one day of the customer's
pro-rated Recurring Monthly Fees for that month. The customer will receive an additional refund
of one day of the pro-rated Internet Connectivity Recurring Monthly Fees for each additional hour,
or portion thereof, of unavailability. All refund calculations will be based on unavailability in onehour
increments. The above agreement does not cover outages caused by equipment and/or
events not under the direct control of UplinkVPS.com or caused by individuals not directly
employed by UplinkVPS.com. This Service Level Agreement does not cover outages due to
scheduled or emergency network and/or facility maintenance, which will be broadcast to all
customers in advance, and will not exceed 20 minutes per month. Any and all refunds to a
customer will not exceed 50% of the Customer's Recurring Monthly Fees for the month in which
the refund is paid. Performance Guarantee UplinkVPS.com will maintain its Virtual Private
Servers in such a manner as to provide to all customers the best possible performance. In order
to achieve this UplinkVPS.com makes the following guarantees to all onsite Internet customers:
- 99% guaranteed uninterrupted transit to the Virtual or Dedicated Server
- Zero packet loss internal to UplinkVPS.com
UplinkVPS Network
In addition to the above performance guarantees UplinkVPS.com will take all possible measures to insure all customer traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link.