Service Level Agreement (SLA)
1. PAYMENT. creativeVPS dispatches invoices reminders to the email address on file in the customer's account 14 days in advance. It is the customers responsibility to ensure all invoices are paid on the renewal date or prior to the renewal date even if no invoice reminder email has been received. creativeVPS does not tolerate late invoice payments. If a VPS invoice is not paid by the due date, the VPS may be shutdown without notice. All data will still be available, but the VPS can only be turned on with the full payment along with a $20 reactivation fee. If a VPS invoice is more than 7 days past due, the VPS may be permanently deactivated and erased without notice. This includes all data and backups that are included in the late invoice. The customer hereby authorizes creativeVPS to invoice their account with the intent of full payment.2. CANCELLATIONS. Cancellations of service must be announced at least 7 days prior to the renewal date. If a cancellation request is not submitted within 7 days of the renewal date the customer agrees to be invoiced and pay the full renewal amount. Account credit cannot be refunded. The customer agrees to properly cancel their services with CreativeVPS when he or she deems necessary. The customer agrees that a service is only properly cancelled when the balance for that service is neutral, at $0.00, and a proper cancellation request is approved either via the my.CreativeVPS portal or a support ticket. The customer agrees that any data on the VPS becomes property of CreativeVPS until a customer's past-due balance on a cancelled account is settled.
The customer is responsible for any PayPal or GoogleCheckout subscription(s) that may have been created for creativeVPS invoices. Any payments sent via said subscription(s) after cancellation may not be refunded. The customer agrees not to open PayPal or GoogleCheckout disputes regarding any payments made to CreativeVPS for intangible items, herein defined as services rendered by CreativeVPS.
3. NETWORK UPTIME. creativeVPS maintains a prestigious 99.9% uptime guarantee. This guarantee states that the node in which your VPS is located will be up for 99.9% of the time each month. This does not guarantee that your VPS will be up for 99.9% of the time as the variables for misconfiguration etc. could outweigh the uptime. If the network experiences downtime due to creativeVPS, the customers account will be credited 5% of the renewal fee for every 20 minutes of downtime, up to 90% of the renewal amount. This downtime excludes all scheduled network and server maintenance.
4. HARDWARE REPLACEMENT. creativeVPS is held responsible for all hardware that is located in creativeVPS VPS node(s). Any failed hardware will be replaced within two(2) hours of notified failure. For every 60 minutes after the initial two(2) hours that the hardware is not replaced, the customers account will be credited 5% of the VPS renewal fee up to 90% of the renewal fee. This replacement timeframe does not cover for any possible data loss.
This Service Level Agreement is subject to change without notice.