1. Scope And Responsibilities
This Maintenance Policy applies to VPS and dedicated server services provided by Greenhill Technologies Inc., doing business as NYCServers and NewYorkCityServers ("NYCServers," "we," "us," or "our"). It explains maintenance of the infrastructure we control, including physical server hardware, host systems used to provide VPS services, and network infrastructure.
Our services are unmanaged. Maintenance of our infrastructure does not include ongoing administration, monitoring, patching, or updating of the operating system or software inside your VPS or dedicated server. You remain responsible for that environment as described in our Security Policy and Terms of Service.
2. Scheduled Maintenance
All scheduled infrastructure maintenance is performed outside forex market trading hours. For this policy, trading hours run from Sunday at 5:00 PM until Friday at 5:00 PM Eastern Time. The scheduled maintenance window is therefore Friday at 5:00 PM until Sunday at 5:00 PM Eastern Time. Eastern Time follows daylight saving time where applicable.
We will provide at least twenty-four (24) hours' advance notice of scheduled maintenance to each affected customer's registered email address. The notice will identify the affected service or services, the planned maintenance window in Eastern Time, the expected impact, and any action required from the customer.
You are responsible for keeping your registered email address current and monitoring it for service notices. This responsibility does not remove our obligation to send the required notice.
3. Emergency And Unscheduled Maintenance
Emergency or genuinely unscheduled maintenance is the only exception to the scheduled maintenance window and twenty-four-hour advance-notice requirement. Such work may be necessary to address an urgent security threat, an unexpected failure, or another unforeseen condition requiring prompt action to protect the security, integrity, or availability of our infrastructure or to restore service.
We may perform this work at any time, including during forex market trading hours, and may begin without advance notice or individual customer approval. Routine planned work will not be treated as unscheduled maintenance simply to avoid the scheduling or notice requirements.
We will notify affected customers at their registered email addresses as soon as reasonably practicable. Immediate protective or recovery work may take priority over notification. We do not promise a fixed notification deadline for emergency or unscheduled maintenance.
4. Service Interruptions And Customer Preparation
When necessary for infrastructure maintenance under this policy, we may temporarily shut down, reboot, or disconnect an affected VPS or dedicated server without obtaining individual customer approval. These actions may interrupt remote access, stop applications or automated trading systems, and affect trading activity.
Before scheduled maintenance, review the notice, maintain your own backups, and take any precautions needed for your applications and trading activity. After maintenance, you are responsible for checking your service, restarting applications where necessary, verifying their configuration and connectivity, and confirming that they are operating as intended. We do not undertake to restart or verify customer applications as part of infrastructure maintenance.
Permission to perform infrastructure maintenance is not permission to routinely patch or manage software inside your service. Customer-authorized support access and destructive reinstallation are addressed separately in our Security Policy.
5. Changes, Extensions, And Completion Notices
We will communicate material changes or extensions to a notified maintenance window, and completion of the work, to affected customers at their registered email addresses as soon as reasonably practicable. Completion of infrastructure work does not confirm that each customer's applications have restarted or are functioning correctly.
Maintenance windows and completion times are estimates, not guaranteed restoration deadlines. This does not create an additional exception to the scheduled maintenance window or advance-notice requirement. A rescheduled planned start remains subject to at least twenty-four (24) hours' notice. Work during trading hours is permitted only under the emergency or genuinely unscheduled circumstances described in Section 3.
7. Contact
For questions about maintenance or to report a service problem, open a support ticket through the customer portal or email support@newyorkcityservers.com. Include the affected service and a description of the issue. Do not include passwords, private keys, or trading-account credentials in an initial report.