At VietnamVPS.net (“we,” “us,” “our,” or “VietnamVPS”), we are committed to providing high-quality and reliable VPS hosting services. This Guarantee Policy outlines our commitments regarding service uptime, network performance, and customer satisfaction.

1. Uptime Guarantee

We guarantee a [Percentage]% network uptime, excluding scheduled maintenance. This means that your VPS should be accessible and operational at least [Percentage]% of the time in any given calendar month.

  • Measurement: Uptime is measured using our internal monitoring systems.
  • Scheduled Maintenance: We will make reasonable efforts to provide advance notice of any scheduled maintenance that may impact service availability. Scheduled maintenance is *not* included in the uptime calculation.
  • Exclusions: The uptime guarantee does *not* apply to downtime caused by:
    • Customer actions or misconfigurations.
    • Third-party software or applications installed by the customer.
    • Denial of Service (DoS) attacks or other malicious activities targeting the customer’s VPS.
    • Events outside our reasonable control (force majeure), including but not limited to natural disasters, acts of war, and government regulations.
    • Issues with the customer’s internet connection or local network.

2. Service Credits for Uptime Failures

If we fail to meet the [Percentage]% uptime guarantee in a given calendar month (excluding scheduled maintenance and the exclusions listed above), you may be eligible for a service credit. The service credit will be calculated as follows:

  • [Percentage]%- [Percentage]% Uptime: [Percentage]% service credit.
  • [Percentage]%- [Percentage]% Uptime: [Percentage]% service credit.
  • Below [Percentage]% Uptime: [Percentage]% service credit.

Example:

  • 99.9% – 99.5% Uptime: 5% service credit
  • 99.4% – 99.0% Uptime: 10% service credit
  • Below 99.0% Uptime: 25% service credit

Important: You *must* replace the example percentages with your *actual* guaranteed uptime and credit levels. Be realistic. 99.9% uptime is a common industry standard, but you might offer different guarantees for different VPS plans.

The maximum service credit in any given month is [Percentage]% of your monthly service fee. Service credits are applied to your *next* invoice and are not redeemable for cash.

3. Network Performance Guarantee

[Optional: Include this section if you want to offer a guarantee related to network latency or packet loss.] We guarantee that our network will maintain an average round-trip latency of no more than [Milliseconds] ms and packet loss of no more than [Percentage]% within [Specify Geographic Region, e.g., Vietnam, Southeast Asia]. If we fail to meet this guarantee, you may be eligible for [Specify Remedy, e.g., a service credit, investigation of the issue].

Example: “We guarantee that our network will maintain an average round-trip latency of no more than 80ms and packet loss of no more than 0.1% within Vietnam. If we fail to meet this guarantee, you may be eligible for a 5% service credit.”

4. Hardware Guarantee

We use enterprise-grade hardware for all our VPS nodes. In the unlikely event of a hardware failure affecting your VPS, we will endeavor to restore your service on replacement hardware within [Timeframe, e.g., 4 hours]. This guarantee does not cover data loss; you are responsible for maintaining your own backups.

5. How to Claim a Service Credit

To claim a service credit under this Guarantee Policy, please follow these steps:

  1. Contact our support team via [Specify Contact Methods, e.g., Support Ticket System, Email] within [Number] days of the end of the calendar month in which the service issue occurred.
  2. Provide your account details (e.g., username, invoice number).
  3. Provide any relevant information about the service issue, including dates and times of downtime or performance problems.

We will review your request and respond within [Number] business days. We may request additional information to verify your claim.

6. Limitations

  • This Guarantee Policy applies only to services directly provided by VietnamVPS.net. It does not cover third-party services or software.
  • Service credits are your sole and exclusive remedy for any failure to meet the guarantees outlined in this policy.
  • We reserve the right to deny service credit claims that we determine, in our reasonable discretion, to be fraudulent or abusive.

7. Changes to Guarantee Policy

We reserve the right to modify this Guarantee Policy at any time. We will post any changes on this page and update the “Last Updated” date. Your continued use of our Services after any such changes constitutes your acceptance of the new Guarantee Policy.

8. Contact Us

If you have any questions about this Guarantee Policy, please contact us at: [Your Contact Information, e.g., Email Address, Phone Number, Physical Address].