Our 99.9% uptime guarantee, hardware-replacement commitment and how SLA credits work.
Last updated: 2026. At VCCLHosting, we ensure optimal performance for our clients. Our servers provide an average ping below 60ms from inside to outside the server, ensuring low latency and a seamless hosting experience.
To ensure customers receive a service level consistent with the high expectations of both VCCLHosting and our clients, we present the following Service Level Agreement (SLA) covering service interruptions related to network, power and hardware.
VCCLHosting guarantees each VPS and dedicated cloud server client 99.9% uninterrupted access to the Internet and 99.9% uninterrupted electrical power to each dedicated cloud server. If we fail to maintain 99.9% uptime, customers are eligible for an account credit proportionate to the downtime period of the affected service.
Should a service interruption exceed the specified threshold, a 5% credit is awarded for each one-hour period of cumulative downtime for that service. Credits are issued on a per-service basis — each billing service is awarded a unique SLA credit, and interruptions affecting one server are credited independently of others.
Note: VCCLHosting provides unmanaged services and does not actively monitor individual device downtime. We are not liable for unreported downtime isolated to a single customer. If a customer delays reporting downtime by more than one hour, they forfeit the SLA credit for any time prior to one hour before the ticket submission.
VCCLHosting ensures that our servers provide an average ping below 60ms from inside to outside the server, offering low latency and a smooth user experience — faster connectivity and reduced delays for hosted applications and services.
VCCLHosting commits to replacing failed hardware components in regularly stocked dedicated cloud servers at no cost to the client within four hours of diagnosis by our staff. If we fail to replace the hardware within this timeframe, the account is credited with five days of service, based on the monthly recurring fees directly related to the interrupted service.
No account credit is issued without an SLA credit request from the client. All credit requests must be made within five days of the incident, and only after it has been resolved. Requests must be submitted as a billing ticket.
SLA credits shall not exceed 100% of the monthly recurring fees associated with the credited service.
Service interruptions caused by client-controlled equipment or events, DoS/DDoS attacks, or scheduled/emergency maintenance do not qualify for credits. Billing-related interruptions qualify only if due to human error by a VCCLHosting representative, not automated systems (for example PayPal subscriptions or payment issues). Misconfiguration or mismanagement by the customer, such as incorrect network configurations, does not qualify. Only active plans are eligible for credit during downtime; overdue invoices are not eligible.
To submit an SLA credit request, open a billing ticket.