Service Level Agreement (SLA)
Effective Date: January 2025
1. Service Availability
99.9% Uptime Guarantee
We guarantee 99.9% uptime for all VPS services, measured monthly. This translates to a maximum of 43.2 minutes of downtime per month.
Exclusions from SLA:
- Scheduled maintenance (announced 24 hours in advance)
- Emergency maintenance for security or critical issues
- Issues caused by customer actions or configurations
- Third-party service failures beyond our control
- Force majeure events (natural disasters, etc.)
2. Performance Standards
Network Latency
Sub-millisecond latency to major Forex brokers and trading venues
Network Bandwidth
1Gbps dedicated bandwidth with 99.9% availability
Server Response Time
Average response time under 100ms for all server operations
Data Center Redundancy
Multiple redundant systems with automatic failover
3. Support Response Times
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | Within 1 hour |
| High | Significant service degradation | Within 4 hours |
| Medium | Minor issues or questions | Within 12 hours |
| Low | General inquiries | Within 24 hours |
4. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.8% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
* Service credits must be requested within 30 days of the incident and are applied to future billing cycles.
5. Monitoring and Reporting
- 24/7 automated monitoring of all systems and services
- Real-time status updates available on our status page
- Monthly uptime reports provided to all customers
- Incident reports published within 24 hours of resolution
6. Maintenance Windows
- Scheduled maintenance: Sundays 2:00 AM - 6:00 AM EST
- 24-hour advance notice for all scheduled maintenance
- Emergency maintenance may occur without notice for security issues
- Maintenance duration typically limited to 2 hours maximum
7. Limitations
- SLA applies only to paid services, not free trials or promotional accounts
- Maximum service credit per month is 50% of monthly fee
- Service credits cannot be exchanged for cash
- SLA does not cover issues caused by customer actions or third-party services
8. Contact Information
Support Email: support@fxrdp.com
Emergency Line: +1 (782) 223-3270
Status Page: status.fxrdp.com
SLA Inquiries: sla@fxrdp.com