Service Level and Availability Policy

 

Service Level and Availability Policy

This policy describes how TakumiHost approaches service availability for its VPS hosting services, how we handle maintenance and disruptions, and what customers can expect in terms of infrastructure reliability.

This policy should be read alongside our Terms of Service and Refund and Cancellation Policy.

1. Service Availability

TakumiHost makes reasonable commercial efforts to maintain the availability and reliability of its VPS hosting infrastructure. We operate on enterprise-grade hardware and maintain redundant network connectivity to minimize the risk of unplanned outages.

However, TakumiHost does not guarantee uninterrupted, error-free, or continuously available service. No specific uptime percentage is guaranteed unless a formal Service Level Agreement (SLA) has been separately agreed upon in writing between TakumiHost and the customer.

2. Planned Maintenance

From time to time, TakumiHost may perform scheduled maintenance on its infrastructure, including hardware upgrades, software updates, network improvements, and security patches. Planned maintenance may result in temporary service interruptions or degraded performance.

Where possible, TakumiHost will provide advance notice of planned maintenance through email or website announcements. We aim to schedule maintenance during periods of lower traffic to minimize impact on customers.

3. Emergency Maintenance

In some situations, emergency maintenance may be required to address critical security vulnerabilities, hardware failures, or other urgent infrastructure issues. Emergency maintenance may be performed without advance notice.

TakumiHost will make reasonable efforts to restore service as quickly as possible following emergency maintenance and will communicate updates where practical.

4. Events Outside Our Control

TakumiHost shall not be held liable for service disruptions caused by events outside our reasonable control, including but not limited to:

  • Natural disasters, floods, fires, or other acts of nature
  • Power outages affecting our data center facilities
  • Upstream network provider failures or internet backbone disruptions
  • Distributed denial-of-service (DDoS) attacks targeting our infrastructure
  • Government actions, regulatory requirements, or legal orders
  • Third-party software or hardware failures beyond our control
  • Pandemic, epidemic, or other public health emergencies

In such circumstances, TakumiHost will make reasonable efforts to restore service and communicate with affected customers.

5. Network and Infrastructure Dependencies

TakumiHost's VPS hosting services depend on third-party data center facilities, upstream network providers, and hardware vendors. While we select our infrastructure partners carefully, we cannot guarantee the performance or availability of third-party systems.

Network latency, routing changes, and connectivity issues originating outside TakumiHost's network are outside our direct control.

6. No Guarantee of Error-Free Service

VPS hosting involves complex software and hardware systems. TakumiHost does not warrant that its services will be free from errors, bugs, or interruptions at all times. We are committed to addressing reported issues promptly, but we cannot guarantee that all issues will be resolved within a specific timeframe.

Customers are encouraged to contact our support team at aonnon12343@outlook.com to report service issues.

7. Customer Responsibility for Backups

TakumiHost does not automatically back up customer data stored on VPS instances unless a backup service is explicitly included in your plan or purchased separately. Customers are solely responsible for maintaining their own backups of all data, configurations, applications, and files stored on their VPS.

TakumiHost shall not be liable for any data loss resulting from hardware failure, accidental deletion, service termination, or any other cause. We strongly recommend implementing a regular backup strategy appropriate to your use case.

8. Limitation of Liability for Downtime

In the event of service disruption or downtime, TakumiHost's liability is limited to the remedies described in our Terms of Service. TakumiHost shall not be liable for indirect, consequential, or incidental losses arising from service unavailability, including but not limited to lost revenue, lost data, or business interruption.

Any claims related to service availability must be submitted to TakumiHost support within a reasonable time after the disruption occurred.

9. Reporting Service Issues

If you experience a service disruption or performance issue with your VPS, please contact our support team as soon as possible:

Please include your order details, a description of the issue, and any relevant error messages or screenshots to help us investigate efficiently.

10. Changes to This Policy

TakumiHost may update this Service Level and Availability Policy at any time. Changes will be reflected by updating the date at the top of this page. Continued use of our services constitutes acceptance of any revised policy.

11. Contact Us