This Service Level Agreement ("SLA") defines the service level commitments made by QuantVPS to its customers regarding service availability, performance standards, support response times, and remedies for service level failures. This SLA is incorporated into and forms part of our Terms of Service.
The SLA is included as an Exhibit to the Terms of Service, available at /legal/terms-of-service, and is agreed to as a binding contract, by QuantVPS as well as the customer, upon acceptance of the Terms of Service.
QuantVPS will use every method available to uphold the policies and practices defined in this SLA. The backbone of QuantVPS service is a commitment to service availability. To support this commitment, QuantVPS provides comprehensive service level guarantees with clear measurement criteria and remedy procedures.
1. SLA Scope and Service Availability Commitments
1.1. Infrastructure Availability Guarantee
QuantVPS guarantees the following minimum availability levels:
Service Availability means the ability of external systems to communicate with customer services hosted on our networks via web, ICMP, RDP, SSH, or other standard protocols.
Service Unavailability means complete loss of network connectivity to customer services, inability to access services through standard protocols for more than 1 minute, or hardware failures that prevent service operation.
Memory (RAM) allocation as specified in service plan
CPU allocation as specified in service plan
Storage space and IOPS performance as specified
Network bandwidth allocation and transfer limits
IP addresses and network configuration as contracted
QuantVPS guarantees that the quotas specified for each VPS plan will be made available to the customer. Unavailability of guaranteed resources contributes to the calculation of service unavailability and SLA credit eligibility.
3.2. Hardware Redundancy
QuantVPS takes proactive measures to guarantee hardware redundancy:
N+1 power redundancy with UPS and generator backup
Redundant network paths to prevent single points of failure
Hardware monitoring with proactive replacement procedures
Rapid response to hardware failures with automatic failover when possible
Unavailability caused by hardware failures, host server crashes, and related spontaneous incidents will be compensated by the SLA.
4. Network Performance and Latency
4.1. Network Connectivity Standards
QuantVPS provides:
Multiple tier-1 upstream providers for redundancy and performance
Premium network blending for optimal routing and speed
DDoS protection included with all services
Network capacity planning to prevent congestion
4.2. Latency Performance and Disclaimers
IMPORTANT: While QuantVPS advertises typical latency to Chicago-based servers (especially CME futures trading) as under 1 millisecond, THIS IS NOT A GUARANTEE OR WARRANTY OF ANY KIND.
4.2.1. Latency Variability Factors
Actual latency varies significantly due to factors beyond QuantVPS control:
Network conditions: Congestion, routing changes, and infrastructure issues
Intermediary policies: Performance of exchanges, brokers, and trading platforms
Client-side factors: ISP, local network setup, and equipment configuration
Geographic distance and routing paths
Third-party infrastructure performance and policies
4.2.2. Service Commitment Limitations
QuantVPS cannot independently verify specific latency values to endpoints
Anonymized IP addresses and exchange policies prevent comprehensive testing
Our commitment is limited to providing infrastructure in close proximity to Chicago financial data centers
We aim to offer lowest possible latency under ideal network conditions
4.2.3. Customer Acknowledgment
By using QuantVPS services, you acknowledge and agree that:
Specific latency values are not guaranteed
Reliance on advertised latency figures is at your sole risk
QuantVPS is not liable for damages from latency variations or perceived failures
You are solely responsible for verifying services meet your latency requirements
5. Customer Support Service Levels
5.1. Support Response Time Commitments
| Priority Level | Definition | Response Time Target |
| --- | --- | --- |
| Critical | Complete service outage, data center emergency | 15 minutes |
| High | Significant service degradation, security issues | 1 hour |
| Medium | Service issues affecting functionality | 4 hours |
| Low | General questions, how-to requests | 24 hours |
5.2. Support Channels and Availability
Support ticket system available 24/7 through customer portal
Live chat support available during business hours (Monday-Friday 9:00 AM - 6:00 PM CT)
Emergency phone support for critical infrastructure issues
Cyberattacks on internet infrastructure or upstream providers
8.1.3. Infrastructure Dependencies
Internet backbone failures affecting multiple providers
Upstream provider failures beyond QuantVPS direct control
Government regulations or legal orders affecting service provision
8.2. Network Dependencies
As an internet service provider, QuantVPS relies on:
Multiple bandwidth providers (ISPs) to provide connectivity
Third-party network infrastructure for internet routing
Peering relationships with other networks and providers
External DNS services and internet infrastructure
Network outages on these providers' networks that prevent customer access or outgoing connections from QuantVPS systems will not be compensated by this SLA.
9. Escalation and Management Review
9.1. Standard Escalation Process
For unresolved issues or SLA concerns:
Level 1 Support - Initial response and basic troubleshooting
Level 2 Support - Advanced technical analysis and resolution
Engineering Team - Complex issues requiring specialized expertise
Management Review - SLA disputes and service level concerns
Subject line: Include "SLA Review" for proper routing
Response time: Management review within 24 hours during business days
We will do everything possible to assist you immediately and make amends for any breach of service. Emergency requests should be directed to QuantVPS Customer Service and Technical Support with "URGENT" in the subject line.
10. SLA Reporting and Transparency
10.1. Service Status Communication
QuantVPS maintains transparency through:
Public status page with real-time service status updates
Planned maintenance schedules and notifications
Incident reports with timelines and resolution details
Performance metrics including historical uptime data
10.2. Monthly SLA Reports
Available upon customer request:
Uptime statistics for each customer's services
Performance metrics including response times and availability
CME Group
QuantVPS
