Service Delivery Policy

Last Updated: April 8, 2025

1. Service Activation

1.1 Activation Timeframes

Our digital services are activated according to the following timeframes:

• Standard VPS: Instant activation after payment confirmation
• Cloud Game Servers: Instant to 30 minutes after payment confirmation
• Custom Configurations: 1-24 hours after payment confirmation
• Enterprise Solutions: 24-48 hours after payment confirmation and configuration approval

1.2 Access Credentials

Upon successful activation of your service:

• Login credentials and access information will be sent to your registered email address
• Control panel access links will be provided in the welcome email
• For security reasons, initial passwords are system-generated and should be changed upon first login

2. Service Provisioning

2.1 Resource Allocation: All resources (CPU, RAM, storage, bandwidth) are allocated immediately upon service activation.

2.2 Server Locations: You can select your preferred data center location during checkout. Available locations include North America, Europe, and Asia.

2.3 Operating Systems: For VPS services, your selected operating system will be pre-installed. Custom OS installations may require additional processing time.

2.4 Game Server Templates: Game servers come with pre-configured templates optimized for performance. Custom configurations are available upon request.

3. Service Upgrades and Modifications

3.1 Upgrade Processing: Service upgrades are typically processed within 30 minutes to 2 hours of request submission.

3.2 Downtime During Upgrades: Most upgrades require minimal to no downtime. Any scheduled maintenance will be communicated in advance.

3.3 Configuration Changes: Minor configuration changes are implemented within 1 hour. Major changes may require up to 24 hours.

4. Service Availability

4.1 Uptime Guarantee: VestroCloud guarantees 99.9% uptime for all services as outlined in our Service Level Agreement (SLA).

4.2 Scheduled Maintenance: Routine maintenance is performed during low-traffic periods with advance notice provided to all affected customers.

4.3 Emergency Maintenance: In rare cases, emergency maintenance may be required. We strive to provide as much notice as possible in these situations.

5. Data Migration Services

5.1 Free Migration: We offer complimentary migration assistance for customers switching from another provider to VestroCloud.

5.2 Migration Timeframe: Standard migrations are completed within 24-48 hours of receiving all necessary access information.

5.3 Complex Migrations: Large or complex migrations may require additional time and will be assessed on a case-by-case basis.

6. Service Monitoring and Support

6.1 24/7 Monitoring: All services are continuously monitored for performance and availability.

6.2 Technical Support: Our technical support team is available 24/7 to address any service-related issues.

6.3 Response Times: Support tickets are prioritized based on severity:

• Critical Issues: Response within 15 minutes
• High Priority: Response within 1 hour
• Medium Priority: Response within 4 hours
• Low Priority: Response within 24 hours

7. Service Termination

7.1 Data Retention: Upon service termination, your data will be retained for 7 days, after which it will be permanently deleted from our systems.

7.2 Backup Availability: We strongly recommend that you back up all your data before terminating your service. Backups can be requested during the 7-day retention period.

7.3 Service Reactivation: If you wish to reactivate your service within the 7-day period, please contact our support team.

8. Contact Us

If you have any questions about our Service Delivery Policy, please contact us at:

Email: [email protected]
Phone: +1 (800) 123-4567
Address: Block No. B-1, Umiyaji Park, Kolki Road, Opp. New Police Line, Upleta Lati Plot, Upleta Police Station, Upleta, Gujarat