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Service level agreement

What we promise, and what it costs us

Version 2.2 Effective 13 August 2026 Operated by 1Stop Hitech

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.

Service credits are the only remedy for missed uptime. Downtime is not a ground for a refund — section 3 of the Refund Policy says the same thing, and section 3 below is the whole of what we owe for it.

1Our uptime commitment

We target 99.99% network availability per calendar month for each service.

99.99% allows roughly 4 minutes of unavailability in a 30-day month. Where a service lands between 99.9% and 99.99% the credit is smaller, because the shortfall is smaller — the bands are in section 3.

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.

2What counts, and what does not

2.1Counts 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

2.2Does not count as downtime

Planned maintenanceannounced 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
Suspensionfor 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.

3Service credits

Where monthly availability for a service falls below the target, you may claim a credit against that service's monthly fee.

99.99% or aboveNone. Target met.
Below 99.99%, at or above 99.9%5% of the monthly fee
Below 99.9%, at or above 99.5%10% of the monthly fee
Below 99.5%, at or above 99.0%25% of the monthly fee
Below 99.0%, 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.

4Planned 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.

5How 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.

Availability is calculated per service, per calendar month, as (total minutes in the month minus downtime minutes) divided by total minutes, expressed as a percentage. 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.

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.

6How to claim

Credits are not applied automatically. To claim:

1Open a billing ticket within 30 days of the end of the month you are claiming for.
2Tell us the service, the dates and approximate times of the outage, and anything you observed.
3We 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.

7Eligibility

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.

8Persistent 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.

9Changes 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 secure.fxsvps.com