NOVAVORTEXDIGITAL LTD commits to a 99.9% monthly uptime for VPS Services, measured per calendar month at the network edge.
Service credits
- Below 99.9% — 10% of the monthly fee for the affected service.
- Below 99.5% — 25% of the monthly fee.
- Below 99.0% — 50% of the monthly fee.
- Below 95.0% — 100% of the monthly fee.
Credits are issued upon request and applied to the next invoice. Credits do not stack with refunds for the same incident.
Exclusions
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance required to preserve service integrity or security.
- Force majeure events outside our reasonable control.
- Customer-caused outages (misconfiguration, kernel panics, exceeded quotas, DDoS targeting customer application logic).
- Internet conditions beyond our network edge (upstream peering, customer ISP).
- Suspended accounts under our Acceptable Use Policy.
Claiming a credit
Open a ticket within 30 days of the incident, including the affected service, dates and times, and any logs you have. We respond within 5 business days.