Service Level Agreement

MT5Run is dedicated to providing high-availability infrastructure for professional traders. This Service Level Agreement (SLA) outlines our uptime commitment and the remedies available in the unlikely event of service interruptions.

1. Uptime Commitment

We guarantee a 99.9% network uptime on all our Cloud Trading VPS plans. Infrastructure maintenance and scheduled upgrades are excluded from this guarantee, provided they are announced at least 24 hours in advance.

2. Service Credits

In the event that MT5Run fails to meet the specified uptime guarantee, customers are entitled to a pro-rata credit toward their next billing cycle. Credits are calculated based on the duration of the inoperability and the fixed monthly fee of the affected service.

• 99.0% - 99.8% Uptime: 10% Service Credit
• 95.0% - 98.9% Uptime: 25% Service Credit
• Below 95.0% Uptime: 50% Service Credit

3. Credit Requests

To receive a service credit, you must open a support ticket within seven (7) days of the incident. Each request must include the specific service ID and applicable logs or evidence of downtime. Credits are strictly applied to future services and are not refundable as cash.

4. Exclusions

The SLA does not cover downtime caused by:

• Issues with the client's local network or ISP.
• Malfunctioning Expert Advisors (EAs) or custom software installed by the user.
• Force Majeure events (natural disasters, war, etc.).
• Suspension due to violate of our Acceptable Use Policy.