BESTNET LLC
Service Level Agreement (SLA) #
This SLA defines we’s commitment regarding infrastructure uptime for this service and
the service credit (compensation) policy in case of non-compliance.
Uptime Target 99.9%
Change History #
| Version | Date | Changes |
|---|---|---|
| 1.1 | 2026-04-13 | Corrected uptime target and compensation criteria premise from 99.99% (erroneous) to 99.9%, and updated allowable downtime table. Converted styling to CSS. |
| 1.0 | 2026-04-01 | Initial version established |
1. Scope of Application #
This SLA applies to the following services provided by BESTNET LLC (hereinafter “we”)
(hereinafter “this Service”).
- OptiMax
- EA DevBox
- Optimizer Boost (24-hour / 7-day / 30-day, including L, XL, XXL)
This SLA defines we’s commitment regarding infrastructure uptime for this service and
the service credit (compensation) policy in case of non-compliance.
2. Definition of Terms #
- “Uptime (Availability)”: The percentage of time this Service is available for use.
- “Downtime”: Continuous or intermittent periods when this Service is unavailable (excluding exclusion conditions).
- “Measurement Period”: In principle, a calendar month (from the 1st to the last day of the month). However, for short-term services such as Boost Tickets, the valid period of the applicable ticket may be treated as the measurement period.
3. Uptime Calculation Method #
Uptime is calculated using the following formula (calculated to four decimal places and rounded to the nearest whole number).
Events confirmed as failures in we’s network / host infrastructure by we’s monitoring system
are counted as downtime.
99.9% means “monthly downtime is within 0.1% of total time”.
| Days in Month | Total Hours | 99.9% Allowable Downtime |
|---|---|---|
| 28 days | 672 hours | Approximately 40 minutes 19 seconds |
| 30 days | 720 hours | Approximately 43 minutes 12 seconds |
| 31 days | 744 hours | Approximately 44 minutes 38 seconds |
※The above is an approximation. Actual calculations are based on the total hours in the measurement period.
4. Uptime Commitment #
We commit to providing this Service with a target uptime of 99.9% during the measurement period.
5. Exclusion Conditions (Events not included in downtime) #
The following periods are not counted as downtime.
- Planned maintenance notified in advance (including emergency maintenance)
- Defects resulting from customer operations, settings, or software (OS / applications / Expert Advisor (EA) / MT5 settings, etc.)
- Factors outside we’s control, such as customer network, devices, RDP client, etc.
- Failures resulting from external services (DNS, ISP, payment processing, various cloud services, etc.)
- Attacks by third parties such as DDoS or impacts from countermeasures against such attacks
- Natural disasters, war, riots, laws, administrative actions, and other force majeure
- Suspension/restriction measures due to suspected prohibited activities or violation of terms of service
6. Service Credit (Compensation) Policy #
If uptime falls below 99.90%, we will grant service credits based on the following criteria.
Service credits are awarded in principle as deposit (charge balance) to the customer’s account,
and cash refunds are not provided.
| Uptime for Measurement Period | Credit Rate (Guide) | Remarks |
|---|---|---|
| 99.90% or above | 0% | Not eligible for credit |
| 99.00% or above, below 99.90% | 10% | Minor impact |
| 95.00% or above, below 99.00% | 25% | Moderate impact |
| 90.00% or above, below 95.00% | 50% | Significant impact |
| Below 90.00% | 100% (Limit: 100% of applicable fee) | Severe impact |
Applicable Fee: Refers to the service fees (excluding tax) paid by the customer for this Service during the measurement period
(excluding initial fees, option fees, taxes, etc.).
Credit Grant Limit: Per measurement period, limited to 100% of the applicable fee.
7. Credit Application Procedure #
- Application Deadline: Apply via support ticket within [7 days] from the occurrence of the failure.
- Application Details: Applicable service ID, date and time of occurrence, impact details (connection failure, etc.), and if possible, logs or screenshots.
- We will confirm the event based on monitoring logs and notify you of applicability and credit amount.
8. Limitations and Disclaimers #
- Service credit is the sole and exclusive remedy under this SLA.
- We are not responsible for damages including lost profits, indirect damages, special damages, etc., based on this SLA.
- This Service does not guarantee trading results (profits or losses).
- If payment is outstanding, account is suspended, or terms of service are violated, this SLA does not apply.
9. Amendments #
We may amend this SLA to a reasonable extent, and
amendments will be announced through we’s website or customer notification.
