99.9%
Monthly infrastructure uptime
Measured per affected eligible Dev Tier VPS
Version 1.0 · Effective 10 August 2026
Service Level Agreement
Clear infrastructure commitments for eligible RovixCloud Dev Tier VPS services—including uptime measurement, support targets, service credits, and exclusions.
30 days
Credit claim window
Following the qualifying incident
2%
Credit per complete extra hour
Beyond the 99.9% monthly allowance
50%
Maximum monthly credit
Of the affected service's monthly recurring fee
01 · Scope
What this SLA covers
This SLA applies to eligible RovixCloud Dev Tier VPS services while the affected service is active, paid, and in good standing. It forms part of the service terms for that service.
Dev Tier VPS is intended for development environments, websites, APIs, test systems, lightweight production workloads, and other lawful Linux workloads. Unless a Service Order says otherwise, the tier is unmanaged.
Service Order priority
A signed or accepted Service Order may specify service resources, location, managed add-ons, enhanced commitments, or exceptions. If it conflicts with this general SLA, the Service Order controls for that service.
02 · Uptime
99.9% monthly infrastructure uptime
How we measure
By calendar month using RovixCloud and upstream monitoring, hypervisor and network telemetry, and incident records. A partial month is measured only while the service is active and paid.
What qualifies
Downtime starts when a confirmed infrastructure failure makes the VPS unavailable and ends when infrastructure service is restored.
Failures inside the VPS—including its operating system, applications, firewall, credentials, code, or configuration—do not qualify unless they were caused by a confirmed RovixCloud infrastructure event.
03 · Service credits
A clear credit calculation
Eligibility
Monthly Infrastructure Uptime for the affected eligible service falls below 99.9%.
Calculation
2% of the affected service's Monthly Recurring Fee for each complete additional hour of Qualifying Downtime beyond the 99.9% allowance.
Monthly cap
50% of the affected service's Monthly Recurring Fee, unless the Service Order provides a higher cap.
How it is paid
An approved credit is applied to the account or a future invoice. It is not a cash refund and is the exclusive monetary remedy for an SLA failure unless applicable law requires otherwise.
04 · Exclusions
Events outside Qualifying Downtime
The uptime commitment does not include downtime or degradation caused by the following events:
Maintenance
Scheduled maintenance and emergency work needed to protect security, data integrity, infrastructure, or network stability.
Client-controlled events
Operating-system or application faults, firewall rules, invalid routes, credential lockouts, client scripts, resource exhaustion, shutdowns, or reboots.
Abuse and security response
Suspension, filtering, rate limiting, null-routing, IP blocking, or isolation required for abuse, malware, spam, DDoS, compromised credentials, legal demands, or material security risk.
External dependencies
Destination networks, third-party DNS, CDN or SaaS providers, the client's ISP, and general internet routing beyond our contracted infrastructure edge.
Force majeure
Events beyond reasonable control, including natural disasters, war, civil disturbance, government action, carrier or utility failure, fire, flood, earthquake, and comparable events.
Confirmed data-center power or provider network failure may qualify unless another exclusion applies. We provide commercially reasonable advance notice for scheduled maintenance when practical.
05 · Support
Infrastructure incident response
Infrastructure incident support channels are intended to be available 24/7. Response targets are acknowledgement and triage targets—not guaranteed resolution times. The general initial-response commitment is within 24 hours unless the Service Order includes enhanced support.
P1 — Critical
Confirmed infrastructure or network outage
Continuous triage while active; initial response as soon as practical and within the 24-hour commitment.
P2 — High
Severe packet loss, repeated host instability, storage or provisioning fault
Prioritized infrastructure investigation.
P3 — Standard
Reverse DNS, IP questions, OS reinstall help, portal or provisioning request
Handled through the normal support queue.
P4 — Advisory
General software, architecture, or configuration guidance
Best effort; work may require a managed-services quote.
Managed assistance—including hardening, software installation, tuning, malware cleanup, database administration, application troubleshooting, DevOps, control panels, and patching—is outside the unmanaged tier unless purchased separately.
06 · Responsibilities
A shared-responsibility model
RovixCloud manages
- Provisioning and the virtualization host
- Underlying storage and contracted network infrastructure
- Control-panel infrastructure and infrastructure incident response
- Reasonable security of infrastructure under our control
- Best-effort DDoS monitoring, filtering, and response
Client manages
- Operating system, packages, applications, databases, and code
- Firewall, users, credentials, SSH keys, secrets, and exposed services
- Hardening, updates, malware prevention, and access control
- Configuration and troubleshooting inside the VPS
- Independent, current, tested, off-network backups
Notify us promptly if you suspect compromise. We may temporarily isolate a compromised instance to protect the service and wider platform. No hosting service can guarantee immunity from every security event.
07 · Operational terms
Backups, networking, and provisioning
Backups
Managed backup is not guaranteed by default unless stated in the Service Order or an add-on. Courtesy or platform snapshots may be unavailable, outdated, or unrestorable and must not be the only backup. Clients must define their own recovery point and recovery time objectives.
Network and IPs
A stated 1 Gbps port is maximum link capability, not guaranteed sustained throughput. Actual performance depends on routing, protocol overhead, congestion, mitigation, and host load. Public IPs are allocated, not owned; changes may be required for upstream, routing, security, migration, or technical reasons.
Provisioning and migrations
Provisioning is normally automated after payment and risk checks, but its timing is an operational target, not an uptime commitment. Upgrades or migrations may require a reboot, service move, or IP change; we use commercially reasonable efforts to reduce disruption.
08 · Submit a claim
Request an SLA service credit
Submit your request within 30 calendar days after the incident. The affected account and service must be paid and in good standing.
01
Affected service ID
02
Approximate incident time and timezone
03
Relevant source/destination IPs, errors, and diagnostics
Related policies: Terms of Service and Refund Policy.
Last reviewed 22 August 2026 · RovixCloud is operated by NepDev Technology Pvt. Ltd.