Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the performance standards, responsibilities, and support commitments for TradoxVPS.com (“TradoxVPS,” “we,” “us,” or “our”) customers using our VPS hosting services, specifically optimized for trading workloads.

1. Service Availability

TradoxVPS is committed to providing high-performance VPS services with a target uptime of 99.999% per calendar month for our Chicago data center infrastructure. Uptime is calculated based on the total time the VPS service is available and operational, excluding scheduled maintenance.

2. Scheduled Maintenance

We may perform scheduled maintenance to upgrade, update, or maintain our systems. Whenever possible, we provide prior notice of scheduled maintenance. Downtime due to scheduled maintenance is not counted against the SLA uptime guarantee.

3. Incident Management and Support

TradoxVPS provides technical support to assist with service issues, including but not limited to connectivity, performance, or provisioning problems. Our support team can be reached via email at support@tradoxvps.com.

• Response Time: We aim to respond to critical support requests within 1 business hour.
• Resolution Efforts: We will make commercially reasonable efforts to resolve service issues promptly.

4. Performance Guarantees

Our VPS services are designed for low-latency, high-speed trading execution. Key performance commitments include:

• CPU & RAM Allocation: Guaranteed resources per your selected VPS plan.
• Storage: NVMe SSD storage for fast read/write operations.
• Network: Low-latency connections optimized for trading platforms, with ~1ms latency to CME-related infrastructure.

5. SLA Exclusions

The SLA does not cover downtime or performance issues resulting from:

• User misconfiguration, software installation, or misuse of the VPS
• Third-party software, trading platforms, or broker connectivity issues
• Force majeure events (natural disasters, internet outages, power failures)
• Scheduled maintenance or updates with prior notice

6. Service Credits

If TradoxVPS fails to meet the guaranteed uptime due to issues within our control, eligible customers may receive service credits applied to their next billing cycle. Service credits are calculated as follows:

• 1% of monthly VPS fee per hour of downtime exceeding the SLA commitment
• Total credit cannot exceed 50% of the monthly VPS fee

Service credits are the sole and exclusive remedy under this SLA.

7. Monitoring and Reporting

TradoxVPS continuously monitors VPS uptime, network performance, and server health. Customers may request reports on their VPS uptime and performance for review or verification.

8. Customer Responsibilities

To maintain SLA coverage, customers are expected to:

• Use the VPS in accordance with our Acceptable Use Policy
• Report service issues promptly via support channels
• Maintain account and billing information accurately

9. SLA Updates

TradoxVPS may update this SLA periodically to reflect changes in infrastructure, service offerings, or industry standards. Material updates will be posted on this page, and the “Effective Date” will be revised accordingly.

10. Contact Us

For questions regarding this SLA, service issues, or uptime inquiries, please contact us:

Email: support@tradoxvps.com
Address: TradoxVPS – Phantomax LLC | 617 N 38th Street, Philadelphia, PA 19104