Replacement Policy

1) What “Replacement” means for cloud and network Services

For digital infrastructure, a “replacement” commonly means re-provisioning (moving you to a new node/instance), repairing configuration, or service credits when appropriate. For dedicated hardware, it may include component replacement or server swap under warranty and operational feasibility.

2) Compute (VPS/RDP/instances) replacement

• If a host node shows hardware instability, we may migrate or redeploy the instance to stable infrastructure.
• We may request a maintenance window for planned migrations where possible.
• Customers are responsible for maintaining their own backups unless a managed backup product is explicitly included.

3) Dedicated server replacement (hardware)

• We will diagnose suspected hardware failures and replace failed components (RAM, disk, PSU, NIC) when confirmed.
• If replacement parts are unavailable or repeated failures occur, we may offer a full server swap with comparable specifications.
• Where a vendor RMA is required, timelines may depend on vendor logistics and availability.

4) Storage replacement / remediation

• For S3/object storage, we operate redundant storage systems and will remediate faulty nodes and rebalance data as needed.
• For block storage, we may move volumes to healthy backends to maintain performance and stability.

5) Network product replacement (CDN / DDoS / DNS / Peering)

• CDN: cache corruption or misrouting issues may be resolved by cache purge, rule adjustments, or edge reassignment.
• DDoS protection: we may tune filters, thresholds, and routing announcements; replacement is typically service remediation and rule updates.
• DNS: zone serving issues may be mitigated by moving authoritative backends or applying corrections to zone configuration.
• Peering/Transit: port or session issues may be remediated by reconfiguring BGP sessions, ACL policies, and pathing; physical port faults may require provider-side replacement.

6) Customer responsibilities

• Maintain secure credentials and access controls.
• Keep OS/software updated and follow best practices for hardening.
• Maintain backups and DR plans appropriate for your workload and compliance needs.

7) Exclusions

Replacement remedies do not apply to issues caused by:

• Customer misconfiguration, unsupported software stacks, or insecure deployments.
• Abuse, prohibited activities, or policy violations.
• Upstream/provider issues outside our reasonable control (though we will coordinate and communicate).

8) How to request replacement/remediation

• Provide service ID(s), timestamps, and a clear symptom description.
• Include relevant logs (error messages, traceroutes, MTR, screenshots).
• State business impact and urgency so we can prioritize appropriately.

9) Continuous improvement

We review incidents and apply engineering improvements, including capacity planning, redundancy upgrades, and security hardening. Where needed, we may update replacement procedures to reflect evolving infrastructure.