PicoVPS1. Infrastructure Availability
1.1. The Contractor maintains network and host node availability of at least 99.9% per calendar month.
1.2. Downtime means a period of complete unavailability of the virtual server caused by the Contractor and confirmed by its monitoring systems.
2. Downtime Compensation
2.1. Availability from 99.0% to 99.9% — 10% of the monthly service price; from 95.0% to 99.0% — 25%; below 95.0% — 50%.
2.2. Compensation is credited to the Dashboard Balance upon a request filed within 30 days of the incident and may not exceed the monthly service price.
3. What Does Not Count as Downtime
3.1. Scheduled maintenance announced at least 24 hours in advance.
3.2. Unavailability caused by the Client: misconfiguration, resource exhaustion, software installed by the Client, or suspension for breach of the acceptable use rules.
3.3. Suspension for non-payment.
3.4. Force majeure and failures on the side of backbone carriers.
4. Technical Support
4.1. Support operates 24/7 through the ticket system in the Dashboard and the Telegram bot @PicoVpsOfficial_bot.
4.2. Target first response time: critical incidents (server unavailable) — up to 30 minutes; payment and activation issues — up to 1 hour; other requests — up to 4 hours.
4.3. Support covers infrastructure availability and delivery of credentials. Configuring the Client own software is out of SLA scope.
5. Backups
5.1. When the backup service is enabled, disk snapshots are created automatically every 3 days and kept until the next snapshot of the same generation.
5.2. Without the backup service enabled, the Contractor is not responsible for the integrity of the Client data.
6. Scheduled Maintenance
6.1. The Contractor announces scheduled maintenance at least 24 hours in advance via the Dashboard and the Telegram bot.
6.2. Maintenance is performed during low-load hours; total scheduled maintenance does not exceed 4 hours per calendar month.