Service Level Agreement

PurpleVPS Ltd. commits to the following service levels for all production plans on PurpleVPS.

Uptime

We guarantee 99.99% monthly availability per VPS instance on Pro and higher tiers, and 99.999% on Enterprise. Availability is measured excluding scheduled maintenance windows communicated at least 72 hours in advance.

Service credits

• Below 99.99% → 10% credit of that month's fee
• Below 99.9% → 25% credit
• Below 99.5% → 50% credit
• Below 99.0% → 100% credit

Credits are applied automatically to the next invoice — no need to file a claim.

Response times

• Sev 1 (customer down): first response < 15 min, 24/7
• Sev 2 (degraded): first response < 1 hour, business hours
• Sev 3 (general): first response < 4 hours, business hours

Network

Our tier-3 backbone commits to less than 200µs of jitter and less than 0.001% packet loss between any two PurpleVPS regions. Latency to major broker fabrics (LD4, NY4, TY3, TP2) is guaranteed within the documented envelope on Pro and higher tiers.

Exclusions

• Force majeure and internet-wide events beyond our control
• Customer misconfiguration or violation of the Acceptable Use Policy
• Beta / preview features explicitly marked as non-SLA

Full SLA terms and definitions are provided as an addendum to the Master Service Agreement for enterprise customers. Contact sales@purplevps.com.