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Create an AccountService Level Agreement (SLA)
Effective Date: June 11, 2026
1. Overview
This Service Level Agreement ("SLA") defines the service availability, support commitments, and remedies provided by Qpeck for GPU Cloud, VPS Server, Dedicated Servers, Cloud Infrastructure, Storage Services, and related enterprise hosting solutions.
This SLA applies to all active customers with services provisioned on the Qpeck network unless otherwise specified in a custom enterprise agreement.
2. Network Uptime Guarantee
Qpeck guarantees 99.99% Network Uptime per calendar month.
Network Uptime is measured as the availability of:
- Core network infrastructure
- Internet connectivity
- Routing equipment
- Switching equipment
- Public network access
Exclusions
The following are not considered downtime:
- Scheduled maintenance
- Customer-caused issues
- Software configuration problems
- DDoS attacks beyond mitigation capacity
- Third-party software failures
- Hardware upgrades announced in advance
- Force majeure events
3. Power Availability Guarantee
Qpeck guarantees 100% Power Availability within its data center infrastructure.
- Redundant UPS systems
- Generator backup systems
- Power distribution redundancy
4. Hardware Replacement Guarantee
For Dedicated Servers, Qpeck guarantees:
| Component | Replacement Time |
|---|---|
| RAM | Within 2 Hours |
| SSD/NVMe Drive | Within 2 Hours |
| HDD | Within 4 Hours |
| Power Supply | Within 4 Hours |
| Motherboard | Within 8 Hours |
| CPU | Within 8 Hours |
Replacement time begins once the hardware fault has been confirmed by Qpeck technicians.
5. Support Response Time
Standard Support
| Priority | Response Time |
|---|---|
| Critical (Service Down) | 15 Minutes |
| High | 30 Minutes |
| Medium | 2 Hours |
| Low | 8 Hours |
Enterprise Support
| Priority | Response Time |
|---|---|
| Critical | 10 Minutes |
| High | 15 Minutes |
| Medium | 1 Hour |
| Low | 4 Hours |
Support is available 24×7×365.
6. Service Credits
If Qpeck fails to meet the monthly uptime commitment, customers may request service credits.
| Network Downtime During Calendar Month | Service Credit |
|---|---|
| Less than 15 minutes | 12 Hours Service Credit |
| 15 – 59 minutes | 24 Hours Service Credit |
| 60 – 119 minutes | 72 Hours Service Credit |
| 120 – 239 minutes | 168 Hours (7 Days) Service Credit |
| 240 – 419 minutes | 336 Hours (14 Days) Service Credit |
| 420+ minutes | 720 Hours (1 Month) Service Credit |
- Apply only to the affected service.
- Cannot exceed 50% of the monthly recurring charge.
- Are not redeemable for cash.
7. Scheduled Maintenance
- Notice provided at least 24 hours in advance whenever possible.
- Emergency maintenance may be performed without prior notice.
- Scheduled maintenance does not count toward uptime calculations.
8. Customer Responsibilities
- Maintaining secure passwords
- Keeping operating systems updated
- Managing software licenses
- Maintaining backups of critical data
- Following acceptable use policies
Qpeck is not responsible for data loss caused by customer actions, software failures, or security breaches originating from customer-managed environments.
9. Backup Disclaimer
Unless a managed backup service has been purchased:
- Customers are solely responsible for maintaining backups.
- Qpeck does not guarantee recovery of customer data after hardware failure, accidental deletion, malware infection, or operating system corruption.
10. SLA Claim Process
To request an SLA credit, customers must:
- Open a support ticket.
- Submit the claim within 7 days of the incident.
- Provide service details and outage information.
Approved credits will be applied to the next billing cycle.
11. Force Majeure
Qpeck shall not be liable for service interruptions caused by:
- Natural disasters
- War
- Government actions
- Internet backbone failures
- Large-scale cyberattacks
- Events beyond reasonable control
12. Limitation of Liability
To receive any service credit offered under this SLA, you must open a support ticket with Qpeck and expressly request a service credit related to the service interruption or outage. Submission of a support ticket alone does not automatically qualify you for a credit.
Qpeck may not be aware of every service issue affecting your specific environment. Some service interruptions may be caused by customer configurations, software issues, internet routing problems, third-party services, or circumstances beyond Qpeck's control. Therefore, you must notify Qpeck of the incident and request a credit for the event to be reviewed under this SLA.
Support requests may be submitted through the Qpeck Client Portal or by contacting our technical support team. A valid ticket number must be obtained and retained as proof of the request. The support ticket must clearly reference the outage or service interruption and specifically request an SLA credit.
All requests for service credits must be submitted within seven (7) days of the service interruption. Qpeck will investigate the reported incident and determine, at its sole discretion, whether an eligible outage occurred and whether a service credit is applicable under the terms of this SLA.
If Qpeck notifies customers of a service interruption before a support request is submitted, customers must still open a support ticket and request a service credit in order to be eligible for compensation under this SLA.
Service credits, if approved, will be applied to the customer's account as future service credit and cannot be exchanged for cash, refunded, transferred, or applied to any service not affected by the outage.
By using Qpeck services, you acknowledge and agree that this SLA is subject to all applicable provisions, limitations, exclusions, disclaimers, and requirements contained within Qpeck's Terms of Service, Acceptable Use Policy, and other governing agreements.