Service Level Agreement (SLA)
Version 2.2 · Effective Date: 13 August 2026
Operated by 1Stop Hitech (in this agreement, “FxSVPS”, “we”, “us”).
This agreement sets out the uptime we aim for, what you get if we miss it, and how to claim. It forms part of our Terms of Service and applies to every active, paid service on your account.
In short: we target 99.9% network availability per calendar month. If we miss it, you can claim a service credit against your next invoice within 30 days. We are responsible for the machine being powered on and reachable; what runs inside it is yours.
1. Our uptime commitment
We target 99.9% network availability per calendar month for each service.
99.9% allows roughly 43 minutes of unavailability in a 30-day month. We publish this figure because it is what we build for, not because it is the largest number we could print.
Availability means your server is powered on and reachable over our network from outside our facility. Unavailability means it is not, for a reason within our control, as set out in section 2.
2. What counts, and what does not
Counts as downtime:
- Host node, hypervisor or hardware failure at our facility
- Storage failure affecting your server
- Network failure inside our facility, or a failure of our upstream link
- Power or cooling failure at our facility
- A fault we caused during maintenance, or maintenance that overruns its announced window
Does not count as downtime:
- Planned maintenance announced in advance under section 4.
- Anything inside your operating system — a crash, a full disk, exhausted memory, a failed update, a misconfigured firewall, or a service you stopped.
- Your own software — MetaTrader, expert advisors, trade copiers, scripts or any application you installed.
- Your credentials or configuration — a locked-out account, a changed password, a broken remote desktop setting.
- Broker-side problems — a broker's server being down, slow, or refusing your connection.
- Your own connection — your ISP, your local network, or your own device.
- Suspension for non-payment or for breach of the Acceptable Use Policy.
- Denial of service attacks directed at your service, including the period during which we null-route your IP address to protect the node. We will tell you when this happens and work with you to bring the service back.
- Anything you asked us to do, including a reboot, a rebuild or a migration you requested.
- Force majeure, as defined in our Terms of Service.
The distinction is simple: we are responsible for the machine being on and reachable. What runs inside it is yours.
3. Service credits
Where monthly availability for a service falls below the target, you may claim a credit against that service's monthly fee.
- 99.9% or above — no credit. Target met.
- Below 99.9% and at or above 99.5% — 10% of the monthly fee
- Below 99.5% and at or above 99.0% — 25% of the monthly fee
- Below 99.0% and at or above 95.0% — 50% of the monthly fee
- Below 95.0% — 100% of the monthly fee
How credits work. A credit is applied to your FxSVPS account and set against your next invoice for that service. It reduces what you pay us next; it is not a payment back to your card, and it has no cash value.
- Maximum. Credits for any one service in any one month cannot exceed 100% of that service's monthly fee.
- Which fee. The monthly fee for the affected service only. Where you pay quarterly or annually, we use the monthly equivalent. Setup fees, add-ons and other services on the account are not included.
- Unused credit stays on your account and is used against future invoices. It is not refundable in cash and is not transferable to another account.
Service credits are the only remedy for missed uptime, as stated in section 3 of our Refund Policy. Downtime is not a ground for a refund, and this section is the whole of what we owe for it.
4. Planned maintenance
We announce planned maintenance at least 48 hours in advance by email to the address on your account, and in the client area.
Announced maintenance does not count as downtime. We schedule it outside the main trading session for the affected location wherever we can, and we keep it as short as we can.
Emergency maintenance — a security patch that cannot wait, or work needed to prevent an imminent failure — may happen with little or no notice. We tell you as soon as we reasonably can, before or after. Emergency maintenance carried out to prevent a failure does not count as downtime; a failure we did not prevent does.
Maintenance that overruns its announced window counts as downtime for the overrun.
5. How we measure availability
Availability is measured by our own monitoring, which checks each host node and each service's network reachability from outside our facility at short intervals.
Our monitoring records are the reference for any claim. If you have your own monitoring, please send it with your claim; we will look at it alongside ours, and where the two disagree we will tell you what we found and why.
Availability is calculated per service, per calendar month, as the total minutes in the month minus qualifying downtime minutes, divided by the total minutes in the month.
Downtime starts when the first failed check is recorded, or when you report the fault, whichever is earlier. It ends when the service is reachable again.
6. How to claim
Credits are not applied automatically. To claim:
- Open a billing ticket within 30 days of the end of the month you are claiming for.
- Tell us the service, the dates and approximate times of the outage, and anything you observed.
- We check our monitoring records and reply within 5 business days with the availability figure we calculated, the credit that applies, and how we reached it.
We keep the claim window short because monitoring detail is retained for 13 months but is most reliable close to the event. Claims made after 30 days will normally be declined.
If you disagree with our figure, reply on the same ticket and ask for a review. A different member of the team will look at it and show you the underlying records.
7. Eligibility
To claim a credit:
- The service must be active and paid for at the time of the outage.
- Your account must not have overdue invoices at the time of the claim.
- The service must not have been suspended for breach of the Acceptable Use Policy during the period claimed.
Trial services, free services and services in their first 24 hours of provisioning are not covered.
8. Persistent failure
If a service falls below 95% availability in two consecutive months, you may cancel that service and we will refund the unused portion of the current billing period, in addition to the credits due.
This is the one place where downtime leads to money back rather than credit, because at that point the service is not doing what you bought it for.
9. Changes to this agreement
We may update this agreement. When a new version is published we ask you to confirm it in the client area, and we keep a record of which version you agreed to, when, and from where. You can view all of your agreements at any time under Agreements in your client area.
The version in force at the time of an outage governs any claim for that outage.
To claim a credit, or to ask about this agreement, open a billing ticket at
https://fxsvps.com/submitticket.php
FxSVPS is a trade name and brand operated by 1Stop Hitech.