Service Delivery Procedure

The length of service (the period of provision of services requested by the client from VPN-SERVER.PRO services) is determined by the amount of advance payment made by the client. When the length of time has expired, the client access to the VPN-SERVER.PRO network is terminated.

Using the Network

When using the VPN-SERVER.PRO network, any actions prohibited by the laws of the Kingdom of the Netherlands, the Federal Republic of Germany, the United States of America, Hong Kong, the Republic of Singapore, the Republic of Seychelles, the European Union are prohibited. In case of violation, we reserve the right to terminate the agreement without refund.

Delivery service

The client receives the network access code after payment for the Service. The code can be used to activate VPN-SERVER.PRO client applications, or to obtain the connection settings on the page http://vpn-server.pro/order/settings.

Network Service Level Agreement

Guaranteed availability of the service is no less than 350 days in each year. The accessibility indicator of the service does not include the time for carrying out the planned work to upgrade the hardware and software parts of the VPN-SERVER.PRO network parts. More details in the section "Exceptions".

Network Service Level Agreement Exclusions

A number of situations are beyond the control of VPN-SERVER.PRO, therefore, they will not be considered in the Service Level Agreement for VPN-SERVER.PRO. Such situations include:

• Scheduled network maintenance.
  Sometimes network maintenance is required, but we try our best to minimize downtime.
• Maintenance of equipment.
  In rare cases, the hardware may need to be serviced or replaced.
• Maintenance of software.
  Updating the software is an important part of securing the VPN-SERVER.PRO network.
• Malicious attacks.
  If a third party not associated with VPN-SERVER.PRO initiates DDOS or another form of attack on parts of the VPN-SERVER.PRO network, we try to do everything possible to stop the attack, but we cannot guarantee the resolution time.
• Legal actions.
  In the event that VPN-SERVER.PRO is required to act in accordance with a court order, we are not responsible for any loss of SLA.

Circumstances of force majeure. (Earthquake, fire, flood, asteroid fall, war, zombie apocalypse and others).

The order of providing information and technical support

Information support means obtaining reference information about the services provided, tariff plans, rules for handling customer requests. Technical support is provided around the clock, without days off and breaks, through the ticket system located at http://vpn-server.pro/support/. The response time can be up to 24 hours.

Refund Policy

If there are interruptions in the provision of services, in cases where such interruptions are caused by the reasons that are in the area of ​​responsibility of VPN-SERVER.PRO, the customer has the right to receive compensation.

In all cases, compensation is charged to the client in the form of an increase in the period of provision of services.

In order to receive compensation, the client must create an appropriate ticket within 5 days of the occurrence of the incident, or write to us at vpn@vpn-server.pro

Compensation can be accrued not earlier than the day after the occurrence of the incident.