Last Revised: December 13, 2024

Scope

This Service Level Agreement (“SLA”) is an integral part of the contract between ALR Network and the Customer. It outlines the commitments and guarantees provided by ALR Network regarding the availability and performance of the Services.

Service Guarantee

ALR Network will make its best efforts to provide 99.9% virtual server and network availability to the Customer. The network will be deemed available if ALR Network’s routers and switches are operational and responding properly. For unscheduled interruptions in the provision of Services due to hardware or telecommunications failures lasting longer than 5 minutes, ALR Network shall offer compensation to the Customer.

Scheduled Interruptions

ALR Network will notify the Customer via email or on its website about scheduled interruptions at least 24 hours in advance. Exceptions include critical security updates and patches, which may be deployed without prior notice to ensure system integrity and security.

Error Notifications

In the event of an interruption, the Customer must notify ALR Network via helpdesk ticket or email to [email protected]. The interruption is considered to begin when it first affects the Customer’s use of the Services and ends when the issue is resolved.

Compensation

After a failure has been resolved, the Customer may request compensation through a helpdesk ticket. Compensation will be issued as credits applied to the Customer’s service account and cannot be exchanged for cash or any other form of payment.

Amount of Compensation

The compensation for downtime will be determined based on the uptime percentage achieved, as follows:

  • 99.5% – 99.4% uptime: 5% credit
  • 99.3% – 98.9% uptime: 10% credit
  • 98.7% – 98% uptime: 15% credit
  • 97% – 94% uptime: 25% credit
  • Less than 94% uptime: 100% credit

The maximum compensation for an individual interruption is limited to 100% of ALR Network’s charges for the Services during the 30 calendar days preceding the interruption.

Sole Remedy

The compensation outlined above is the sole remedy available to the Customer for interruptions or failures in the Services. In case of disagreement over the amount of compensation, ALR Network’s decision will be binding and final.

Exemptions from Service Guarantee

The following situations are exempt from ALR Network’s service guarantee, and no compensation will be provided:

  • Scheduled interruptions announced in advance.
  • Failures caused by errors in third-party software utilized in the Services.
  • Failures in products or services not included in the Services.
  • Failures caused by the Customer’s actions, including actions contrary to user instructions or resulting from the Customer’s operating systems or application software.
  • Violations of ALR Network’s Acceptable Use Policy.
  • Failures caused by hostile actions such as denial-of-service attacks.
  • Interruptions resulting from activities enforced by law or public authorities.
  • Services that have been suspended due to non-payment or policy violations.
  • Customer’s account does not have sufficient pre-paid balance at the time of the interruption.

No compensation will be provided for services offered free-of-charge or during trial periods.

Contact

If you have questions or wish to request compensation under this SLA, please contact us at:
Email: [email protected]