Service Level Agreement (SLA)

Uptime commitment

FranceVPS commits to 99.99% monthly uptime per service instance, measured at the hypervisor level (Cloud VPS, GPU VPS) or chassis level (Dedicated Server). 99.99% allows for approximately 4.4 minutes of downtime per month.

Service credits

Monthly uptime	Credit
≥ 99.99%	None (SLA met)
99.0% – 99.99%	10% of monthly fee
95.0% – 99.0%	25% of monthly fee
< 95.0%	50% of monthly fee

How credits are applied

Credits are calculated automatically based on our internal monitoring data and applied to the next monthly invoice. You don't need to file a claim — if we miss the SLA, you receive the credit. Credits cannot be cashed out, only applied to future service.

What's excluded

Scheduled maintenance announced ≥ 5 days in advance (we cap this at 4 hours/month).
Force majeure events (war, natural disasters, government actions).
Customer-caused issues (DDoS attacks targeting your VPS, OS misconfiguration, exhausted resources).
Third-party network issues outside our network boundary.

Measurement

Uptime is measured every 60 seconds via hypervisor-level health checks. A service is considered down if it fails 3 consecutive checks (3 minutes). Network outages affecting the entire datacenter are tracked separately on our status page.

Reporting an SLA breach

You don't need to. Credits are applied automatically. If you believe an automatic credit was missed, contact billing@fra-vps.com with your account ID and the affected month.