Service level agreement.

1. Scope

This agreement explains service availability and support for Tovahub's ordering platform and VPS products. It applies together with the Product Service Agreement, Acceptable Use Policy, provider terms, and the product-specific terms shown at purchase.

A service level applies only to the component and period it expressly names. A target for the Tovahub website does not promise the same availability for a third-party VPS, network, wallet, blockchain, or internet connection.

2. Product-specific commitments

A numeric uptime target, support window, response time, or service credit applies only when it is expressly shown for the selected product or agreed in a separate written product term. The product term must identify the covered service and how the commitment is measured.

If no such target or remedy is shown, this agreement does not create a numeric uptime guarantee, 24/7 support promise, or automatic service credit. The full price, period, region, and product details shown before purchase remain the order details.

3. Availability and maintenance

We make a reasonable effort to keep the parts of the service we control working and to fix problems. Service may change by region, provider, plan, or other service we use. Start and repair times are estimates unless the product terms say otherwise.

We will tell you about planned work ahead of time when we can. Emergency work, safety fixes, provider work, or steps needed to stop harm may happen without notice. We make a reasonable effort to restore service after a problem.

4. Measurement and incident reports

Any product-specific availability calculation uses the measurement source, interval, exclusions, and calculation stated in that product term. Provider status data and platform records may be used; a customer's local network, device, DNS resolver, or monitoring service alone does not establish a covered outage.

Report an outage through the support contact published on the site and include the affected order or server, region, start time and time zone, symptoms, and relevant checks. Do not send passwords, private keys, or personal data that is not needed to investigate.

5. What is not covered

• upkeep, emergency help, or safety work;
• failure or slow service from the provider, network company, public internet, DNS, wallet, blockchain, or another party;
• customer settings, software, passwords, plan choices, or actions;
• attacks, harmful traffic, spam, pause, or limits required by these rules, the provider, or law;
• events we cannot control, including major network, power, weather, or government events; and
• parts, regions, or times not covered by the plan.

6. Support and response

We review support reports through the contact channel published on the site and route provider-controlled incidents to the infrastructure provider when needed. A response time or support window is guaranteed only if the selected product term states it.

We may ask for details needed to reproduce an issue, coordinate with the provider, or protect the account. Support does not include custom system administration, application development, data recovery, or incident response for customer software unless the product term specifically includes it.

7. Help and service credits

A product term may say who can get a service credit, how to ask for it, and the last day to ask. Only the written credit for that product applies, unless the law says otherwise. We do not pay a credit in cash, send it on chain, or move it to another account unless the product term says so.

If no product term offers a credit, this agreement does not offer one. This does not remove any right that the law does not let us remove. Asking for a credit does not mean the problem meets the rules or that the provider will approve it.

8. Customer responsibilities

Keep current backups, protect account and server login info, use supported software, and give clear details about problems. You remain responsible for your VPS data and apps, including backups before upkeep, reinstall, move, pause, or close.

We may limit traffic or pause service under these rules, provider direction, safety action, or law. Time affected by this action is not covered when the plan says so.

9. Other services and changes

Other companies provide VPS servers and parts of payments, wallets, DNS, and networks. Their rules apply to their services. We cannot promise a provider will accept a request, keep a region open, or restore service at a set time.

We may update this agreement when the service or providers change. The version on this site and the product terms shown with an order list the promises that apply. The law comes first if a term conflicts with it.