1. Introduction
NYCServers offers an industry leading service level agreement, which clients can utilize to ensure that they are receiving the quality of service that we promise.
2. Uptime Guarantee & Credit Allotment
NYCServers guarantees that its services will be available 100%* of the time during market trading hours. In the event that we fail to deliver our guarantee, clients are eligible to claim the following account credit:
| Uptime Guarantee | SLA Credit |
|---|---|
| 100% | Guaranteed |
| 99.9% | 10% |
| 99.8% | 20% |
| 99.7% | 30% |
| 99.6% | 40% |
| 99.5% | 50% |
| 99.4% | 60% |
| 99.3% | 70% |
| 99.2% | 80% |
| 99.1% | 90% |
| Below 99.0% | 100% |
The exceptions to the uptime guarantee are:
- Emergency and scheduled maintenance activities
- Service suspension (overdue invoice, abuse, etc)
- Third party internet service provider issues (includes with your ISP or our ISPs)
- Force majeure events
- VPS compromises, viruses, DDoS, etc
- Any period of problematic activity prior to being reported to NYCServers
To be eligible for a service credit, claims must be submitted to our support team within thirty (30) days of the end of the calendar month in which the downtime occurred. Claims submitted after this period are not eligible for credit.
Service credits are your sole and exclusive remedy for any failure by NYCServers to meet the commitments in this Service Level Agreement.
3. Server & Network Hardware Guarantee
In the event of a hardware failure in either a server or network equipment NYCServers guarantees that the failed component will be replaced within 24 hours or less (including weekends & holidays).
The 24 hour guarantee begins once we have diagnosed the problem and determined the exact failed component. In the event that a RAID storage rebuild is required, the time that the rebuild takes is not included in the 24 hour guarantee.
If we fail to meet the 24 hour guarantee window for hardware replacement, a 100% service credit will be issued to your account.
4. Refund Policy
NYCServers offers a fourteen (14) day full refund period for VPS services only, starting from the original order date. Dedicated server products are non-refundable, and refunds are limited to one (1) per account.
For full details, including refund limitations, cryptocurrency payment conditions, and how automatic renewals are handled, please review our Refund Policy.
5. Questions and Feedback
For any questions or feedback regarding our service level agreement, please contact us.