SERVICE LEVEL AGREEMENT (SLA)

Updated: July 29, 2025

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:

1.2. Availability Definition

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.

2. Planned Maintenance and Exclusions

2.1. Scheduled Maintenance Windows

Primary maintenance window: Friday evenings 10:00 PM CT to Saturday evenings 9:00 PM CT

During these maintenance periods:

• Services may experience brief interruptions as we maintain our network and services
• Scheduled maintenance within these windows is not included under the terms of this SLA
• Advance notice will be provided when commercially reasonable
• Emergency maintenance may occur outside standard windows when necessary

2.2. SLA Exclusions

This SLA does not apply to downtime caused by:

• Customer actions including configuration errors or software issues
• Third-party services including ISPs, DNS providers, or external APIs
• Force majeure events including natural disasters, terrorism, or war
• Planned maintenance within designated maintenance windows
• Customer software including operating systems, applications, or configurations
• DDoS attacks targeting customer services specifically

3. Resource and Performance Guarantees

3.1. VPS Resource Quotas

Each VPS system includes guaranteed quotas for:

• 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

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
• Email support at support@quantvps.com

5.3. Support Scope

5.3.1. Covered Support Activities

• Hardware troubleshooting and replacement coordination
• Network connectivity issue diagnosis and resolution
• Data center infrastructure problem resolution
• Basic server configuration assistance for standard setups
• Account and billing questions and assistance

5.3.2. Excluded Support Activities

• Software configuration beyond basic operating system setup
• Application troubleshooting for third-party software
• Custom development or programming assistance
• Training services for software or system administration

6. Service Credits and Remedies

6.1. Service Credit Calculation

When SLA commitments are not met:

• 5% credit for each complete hour of qualifying downtime
• Pro-rated credits for partial hours based on actual downtime minutes
• Maximum credit of 100% of monthly service fees per billing period
• Minimum downtime of 1 minute required for credit eligibility

6.2. Credit Request Process

6.2.1. Credit Request Requirements

To request service credits:

• Submit request within 30 days of the outage incident
• Provide specific details including dates, times, and affected services
• Include supporting evidence such as monitoring data or screenshots
• Use official channels including support tickets or billing department contact

6.2.2. Credit Review Process

QuantVPS will:

• Acknowledge requests within 2 business days
• Investigate claims using internal monitoring and log data
• Determine eligibility based on SLA terms and exclusions
• Process approved credits within 5-10 business days
• Communicate decisions with detailed explanations

6.3. Credit Application and Limitations

Service credits are provided as:

• Account credits applied to future invoices
• Non-transferable between accounts or customers
• Non-refundable cash equivalents
• Valid for 12 months from issuance date
• Applicable to any QuantVPS service or fee

Credit Limitations:

• Credits cannot exceed 100% of monthly service fees per billing period
• Multiple outages in the same month are aggregated for credit calculation
• Credits do not apply to setup fees, overage charges, or third-party services

7. SLA Limitations and Monitoring

7.1. Monitoring Scope

While QuantVPS continuously monitors the status of its networks and physical hosts, we do not monitor:

• Individual customer applications or software configurations
• Customer-installed software or custom applications
• Operating system performance beyond basic hardware health
• Database performance or application-specific metrics
• Customer-managed services or third-party integrations

7.2. SLA Coverage Limitations

The guarantees provided by this SLA:

• Apply only to infrastructure directly managed by QuantVPS
• Do not cover individual applications or operating systems
• Exclude downtime caused by customer actions including misconfigurations
• Do not apply in force majeure circumstances beyond QuantVPS control
• Focus on large-scale outages caused by system failures and network unavailability

7.3. Customer Monitoring Responsibility

Customers are responsible for:

• Monitoring their own applications and software performance
• Implementing application-level monitoring for business-critical services
• Maintaining backups and disaster recovery procedures
• Reporting infrastructure issues promptly to QuantVPS support

8. Force Majeure and External Dependencies

8.1. Force Majeure Events

The following events are considered Force Majeure and exclude SLA coverage:

8.1.1. Natural Disasters

• Weather events including hurricanes, tornadoes, floods, or severe storms
• Earthquakes, fires, or other natural catastrophes
• Power grid failures affecting data center regions

8.1.2. Human-Caused Events

• Acts of terrorism and other violent acts
• Civil unrest or government actions
• Labor strikes affecting critical infrastructure providers
• 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:

1. Level 1 Support - Initial response and basic troubleshooting
2. Level 2 Support - Advanced technical analysis and resolution
3. Engineering Team - Complex issues requiring specialized expertise
4. Management Review - SLA disputes and service level concerns

9.2. Management Contact

For SLA-related concerns or escalations:

• Email: support@quantvps.com
• 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
• Incident summaries with root cause analysis
• Service credit calculations and explanations

11. Contact Information and Integration

11.1. SLA-Related Contacts

For SLA-specific matters:

• General SLA questions: support@quantvps.com
• Service credit requests: support@quantvps.com
• Escalations: support@quantvps.com
• Emergency issues: Use "URGENT" in subject line

11.2. Integration with Other Agreements

This SLA should be read in conjunction with:

• Terms of Service for general service terms and legal framework
• Acceptable Use Policy for usage restrictions and compliance requirements
• Privacy Policy for data handling and protection procedures
• Refund Policy for billing and payment-related matters

In case of conflicts between this SLA and other agreements, the most restrictive terms shall apply to protect service quality and legal compliance.