Service Level Agreement (SLA)
Last Updated: December 14, 2025
This Service Level Agreement ("SLA") outlines the performance guarantees provided by QAQ.TOP for our Virtual Private Server (VPS) services. This SLA is part of your agreement with us, along with our Terms of Service (ToS).
- Service Availability Guarantee
We guarantee that our Infrastructure (Power and Host Node Hardware) will be available 99.9% of the time during any monthly billing cycle.
99.9% Uptime means no more than approximately 43 minutes of unscheduled infrastructure downtime per month.
- Definition of Downtime
"Downtime" refers to a period during which your VPS instance is completely inaccessible due to a failure in our:
Data Center Power
Host Node Hardware (CPU, RAM, Motherboard failures)
Internal Network Switches within the Data Center
Downtime DOES NOT include:
Scheduled Maintenance: Maintenance notified at least 24 hours in advance via email or website announcements.
User Fault: Issues caused by your configuration, software installation, high resource usage (e.g., CPU/RAM exhaustion), or violation of our AUP (e.g., getting suspended for abuse).
External Network Issues: Congestion, packet loss, or outages occurring outside our local datacenter network (e.g., upstream carrier failures, submarine cable cuts, or instability in CN2/PCCW/NTT routes).
Force Majeure: Events beyond our control, such as acts of God, war, government actions, or Internet censorship (e.g., GFW IP blocking).
- Compensation Scheme (SLA Credits)
If we fail to meet the 99.9% availability guarantee, you are eligible for Service Credits based on the following tier:
| Monthly Availability |
Compensation (Credit Ratio) |
| 99.5% - 99.89% |
10% of the monthly fee |
| 99.0% - 99.49% |
30% of the monthly fee |
| Below 99.0% |
50% of the monthly fee |
| Cap: The maximum credit issued for any single month will not exceed 100% of your monthly payment for the affected service. |
|
Form: Credits are added to your account balance and can be used for future invoices. Credits are non-refundable and cannot be exchanged for cash.
- Claim Process
To receive SLA credits, you must:
Open a Support Ticket within 7 days of the incident.
Include the specific time and date of the downtime.
Wait for our verification. Credits will be applied to your account within one billing cycle after approval.