MyAlpha VPS SLA
This SLA defines our uptime target, incident priorities, support response times, and service credits. It is designed to be clear, measurable, and customer-friendly.
Uptime commitment
We target reliable service availability for network and host infrastructure. Service credits apply when the monthly uptime falls below thresholds.
Monthly uptime target
- 99.9% monthly network + host availability target
- Measured per calendar month (UTC)
- Applies to the core service: compute host + network reachability
- Planned maintenance is excluded (see exclusions)
How uptime is measured
- Service is considered down when the VPS is unreachable on the network due to our platform (not customer config)
- Measurement is based on internal monitoring and network checks
- Intermittent packet loss that does not fully prevent access may not qualify as downtime
Send a request within 7 days after the affected month ends, including your VPS ID and the timeframe you observed.
Support levels
Support level defines response targets and the type of assistance included. (Resolution depends on complexity, but we prioritize clear progress updates.)
Incident priority levels
Priorities help us route incidents quickly. When an incident is confirmed, we provide progress updates until service is restored or stabilized.
P1 — Critical outage
Impact: VPS unreachable or platform-wide disruption.
Target: immediate investigation + frequent updates.
P2 — Major degradation
Impact: severe packet loss, repeated disconnections, major performance drop.
Target: rapid triage + remediation.
P3 — Partial issue
Impact: single feature impacted, non-critical performance issue.
Target: scheduled fix or guided workaround.
P4 — General request
Impact: questions, setup guidance, how-to, billing clarifications.
Target: handled in standard queue.
Update cadence
P1: frequent updates while active.
P2: regular updates.
P3/P4: updates as progress is made.
Communication channels
Support portal / email updates. If needed, we can coordinate via additional channels for Premium/VIP.
Exclusions
Service credits do not apply in the following situations (common and standard for VPS providers).
Not covered by SLA
- Planned maintenance (with reasonable notice when possible)
- Customer-side configuration errors (firewall rules, SSH keys, app misconfig)
- Customer software issues (bad updates, resource exhaustion caused by workloads)
- Third-party outages (domain/DNS provider, upstream ISP issues outside our control)
- DDoS or security events beyond platform mitigation scope
Account and billing
- Suspension due to non-payment or chargebacks
- Policy violations (see Acceptable Use Policy)
- Services in trial mode may have different terms
- Credits are applied to future invoices (not cash payouts)
If you’re unsure whether your case qualifies, contact support with your timeframe and we’ll confirm quickly.
FAQ
Do you guarantee 100% uptime?
No provider can realistically guarantee 100% uptime. We provide a measurable monthly uptime target and a credit system if it is not met.
How do I know my downtime qualifies?
If the downtime is due to our network/host platform and makes your VPS unreachable, it may qualify. Share your timeframe and we’ll validate against monitoring.
Are service credits automatic?
No. Credits must be requested within 7 days after the impacted month ends, so we can validate and apply them correctly.
Does SLA cover application performance?
The SLA covers service availability of the VPS platform (host + network reachability). Application performance depends on your configuration and workload.