1. Scope
Availability depends on the service type, location, upstream provider and purchased plan. Product-page uptime statements describe service targets unless expressly incorporated as a contractual SLA in the order or invoice.
2. Maintenance
Planned or emergency maintenance may require brief interruptions for security updates, routing changes, hardware replacement, hypervisor work, storage maintenance, power work or datacenter/network changes. VeltrixHost will provide notice when practical, but emergency work may occur without advance notice.
3. Dedicated Hardware
If dedicated hardware fails, VeltrixHost will work with the datacenter/upstream provider to repair or replace the affected component. Replacement may require an equivalent model rather than an identical part. Data recovery is not guaranteed; customers should maintain independent backups.
4. VPS and Shared Hosting
VPS or shared-hosting availability can be affected by hypervisor, storage, node, control-panel or shared network issues. VeltrixHost may migrate workloads or restart systems when necessary to restore service.
5. Network and DDoS Events
Routing incidents, upstream carrier outages, DDoS attacks and mitigation events can affect reachability. Traffic may be filtered or null-routed to protect the network. DDoS protection capacity varies by product and location.
6. Customer-Caused and External Events
Availability calculations or discretionary credits generally exclude customer misconfiguration, OS/application failure, exhausted disk/resources, abuse suspension, unpaid invoices, attacks originating from the customer service, maintenance, force-majeure events and failures of third-party networks or services outside VeltrixHost’s reasonable control.
7. Service Credits
No automatic monetary refund or credit is created by an outage unless the specific order contains an SLA or VeltrixHost approves a discretionary credit. Approved service credit is normally applied to the client account and remains non-withdrawable under the Refund Policy.
8. Reporting Availability Issues
Open a support ticket with the service ID, affected IP/domain, timestamps and diagnostic information. This helps separate server, application, local-ISP and upstream-network issues.
Provide the service identifier, incident start time and time zone, affected function and any relevant error messages or network tests. Never include root passwords or private keys. A third-party application failure, recipient-provider block or route outside the supplied network is not by itself proof of an infrastructure outage.
These website policies are intended to state VeltrixHost’s service rules clearly. Mandatory law may create rights or obligations that cannot be excluded by contract. If a requirement is important to your order, contact VeltrixHost before payment.