Service Level Agreement

Last updated: September 26, 2026

This agreement describes the service scope for VPS plans provided by INGEN Cloud. The order identifies the resources purchased. The Terms of Service and Acceptable Use Policy also apply.

1. Scope

We provide the virtual server resources, network access, and management access identified in the order, subject to maintenance and service conditions. The customer manages the guest operating system, applications, credentials, content, and backups unless a separate order expressly says otherwise. Third-party software, external networks, customer configuration, and services outside the ordered plan are outside this service scope.

2. Availability

We aim to keep the platform available, but this agreement makes no percentage-based uptime promise or availability warranty and does not provide automatic service credits. Planned maintenance, emergency work, customer-controlled systems, and events outside our reasonable control can affect access. Any future measurable commitment requires a separate written statement of its measurement method, exclusions, claim procedure, and remedy.

3. Maintenance and incidents

We may perform maintenance to keep infrastructure secure and functional. For planned work expected to interrupt service, we provide notice through the portal or account email when reasonably practicable. Emergency maintenance may occur without advance notice. For a material incident affecting the platform, we investigate and provide updates through available account or support channels as information becomes reliable. We do not promise a fixed notice interval or restoration time.

4. Support

Customers may send service and incident reports to support@ingencloud.io at any time. Sending a request outside staffed hours does not imply immediate review. Include the affected service, when the issue began, and relevant error details, but do not email passwords. Support covers provisioning, platform access, network issues under our control, and billing questions. Guest operating system administration, application troubleshooting, and recovery of customer data are not included unless separately agreed. No response or resolution time is guaranteed.

5. Customer responsibilities

Customers should maintain current backups, monitor their applications, secure accounts and servers, and promptly report suspected platform issues. We may need reasonable cooperation and diagnostic details to investigate a report. Actions on a customer's VPS may affect service availability and are the customer's responsibility unless caused by our platform.

6. Provider and governing terms

Provider: INGEN Cloud, 1317 Edgewater Dr #2117, Orlando, FL 32804. Governing jurisdiction: Florida. Contact: support@ingencloud.io. If an order includes a different written service commitment, that specific commitment controls for that order.