This Service Level Agreement ("SLA") describes the uptime commitment WindowsVPS.pk provides for its Windows VPS, Linux VPS and RDP services. This SLA applies to infrastructure availability only. It does not cover software, configuration, or issues within the customer's virtual machine. By using our services, you agree to the terms outlined below.
WindowsVPS.pk guarantees 99.9% infrastructure uptime per calendar month for all active VPS and RDP services. This means your virtual machine's host node, network connectivity, power and storage infrastructure will be operational for at least 99.9% of each billing month.
The 99.9% commitment translates to a maximum of approximately 43 minutes of unplanned infrastructure downtime per month. Scheduled maintenance windows are excluded from this calculation and are announced in advance.
This SLA covers infrastructure-level availability only — the physical and virtual infrastructure that WindowsVPS.pk operates and controls. Specifically:
Physical server hardware including CPU, RAM and motherboard components on the node running your virtual machine.
Upstream network links, switches, routers and internet exchange peering that connect your VPS to the internet.
Datacenter power supply, UPS systems and backup generators that keep host nodes running.
NVMe SSD arrays, storage controllers and disk subsystems that host your virtual machine's data.
The KVM virtualization layer that creates and manages your virtual machine on the host node.
Network-level DDoS filtering and protection infrastructure maintained by WindowsVPS.pk and its upstream providers.
The following situations are excluded from the 99.9% uptime calculation and do not qualify for service credits:
All WindowsVPS.pk services are unmanaged. This SLA draws a clear line between what we are responsible for (infrastructure) and what you are responsible for (everything inside your virtual machine).
| Area | WindowsVPS.pk Manages | Customer Manages |
|---|---|---|
| Hardware | ✓ Host node, storage, network | — |
| Power | ✓ UPS, generators, datacenter | — |
| Network | ✓ Switches, routing, peering, DDoS | — |
| Hypervisor | ✓ KVM virtualization layer | — |
| Operating System | — | Windows/Linux inside the VM |
| Software | — | All installed applications |
| Security | — | Firewall, updates, passwords, antivirus |
| Backups | — | All data backup and recovery |
| Users | — | User accounts and access control |
| Configuration | — | All OS and application settings |
If WindowsVPS.pk fails to meet the 99.9% monthly uptime commitment due to infrastructure issues within our control, eligible customers may request a service credit applied to their next billing cycle. Service credits are the sole and exclusive remedy for downtime under this SLA.
| Monthly Uptime | Downtime (approx.) | Service Credit |
|---|---|---|
| 99.9% – 100% | 0 – 43 min | No credit (SLA met) |
| 99.0% – 99.9% | 43 min – 7.2 hrs | 10% of monthly fee |
| 95.0% – 99.0% | 7.2 hrs – 36 hrs | 25% of monthly fee |
| 90.0% – 95.0% | 36 hrs – 72 hrs | 50% of monthly fee |
| Below 90.0% | 72+ hrs | 100% of monthly fee |
Service credits cannot exceed 100% of the affected service's monthly fee. Credits are applied to future invoices only — no cash refunds, account balance refunds, or refunds to payment methods. Credits expire if the account is terminated or the affected service is cancelled. Credits do not carry over beyond one billing cycle. Only one credit claim is allowed per downtime incident.
To request a service credit, follow these steps within the required timeframe:
Note the affected VPS hostname or IP, start time, end time, and the nature of the outage. Include screenshots or monitoring data if available.
Open a support ticket via my.windowsvps.pk or contact us on WhatsApp within 7 calendar days of the incident. Include the details from step 1.
WindowsVPS.pk will verify the downtime against our internal monitoring systems and confirm whether the outage qualifies under this SLA.
If approved, the service credit is applied to your next invoice. You will receive confirmation via email or ticket update.
Service credit claims must be submitted within 7 calendar days of the downtime incident. Claims submitted after this period will not be eligible for credits. WindowsVPS.pk reserves the right to request additional information before approving a claim.
Uptime is calculated as the percentage of time the infrastructure supporting your VPS is operational during a calendar month. The formula is:
Uptime % = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100
"Downtime" is defined as consecutive minutes during which the infrastructure supporting your VPS is unavailable due to a failure within WindowsVPS.pk's control. A month of 30 days has 43,200 total minutes. At 99.9% uptime, the maximum allowable downtime is approximately 43 minutes.
WindowsVPS.pk uses internal monitoring systems to track infrastructure availability. Our monitoring data is the authoritative source for uptime calculations. Customer-side monitoring (e.g., Uptime Robot, Pingdom) may be submitted as supporting evidence but is not the sole basis for credit decisions, as external monitors can be affected by network routes, DNS, and other factors outside our infrastructure.
Service credits are the sole and exclusive remedy for any failure by WindowsVPS.pk to meet this SLA. This SLA does not entitle customers to any other form of compensation, including but not limited to:
WindowsVPS.pk's total aggregate liability under this SLA will not exceed the amount paid by the customer for the affected service during the month in which the downtime occurred. This SLA should be read alongside our Terms of Service and Refund Policy.
WindowsVPS.pk reserves the right to modify this Service Level Agreement at any time. Material changes will be communicated via email to registered customers or posted on this page. Continued use of our services after changes are published constitutes acceptance of the updated SLA.
This SLA was last updated on August 2026. If you have questions about this SLA or need clarification on any point, contact us via WhatsApp or through a support ticket at my.windowsvps.pk.
Enterprise-grade infrastructure across 90+ global locations with KVM virtualization, NVMe SSD, DDoS protection and service credits when we fall short.