Service Level Agreement


Deployment

We promise 24 hours deployment for all packages that are in stock, including VPS and Dedicated Servers, orders subject to special requeriments may take longer, in such cases you would be constantly updated

Network Uptime

We utilize N+1 network paths along with multiple network paths to avoid any possible outage. Any service provided by Molus utilize dual setup to avoid any failure during production time.

Power Uptime

100% Uptime.

Support

We're online 24/7, you might reach us at any time via LiveChat, email, ticket or phone. After our first reply, you're promised to be updated within 30 minutes with any arising matter.

Escalation to Senior Staff

While in most cases we will be able to solve support issue without any escalation, We're commited to escalate within 60 minutes of last ticket response

DDoS Protection

Whenever an attack is not filtered after 2 minutes since it's start, customer shall open a ticket stating the problems that service is facing. If downtime exceeds 45 minutes, you'll be elegible for 5% refund for each 30 minutes of downtime, thus only applying to affected product.

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