This Service Level Agreement ("SLA") outlined by AlfaHosts ("The Company") on using the web hosting service ("Service") is active once you purchase an account with AlfaHosts, and its resellers ("Resellers").
AlfaHosts is committed to provided a reliable, high quality network to support is customers with their connections around the globe. As part of This commitment, AlfaHosts has released a service guarantee to ensure your website is up and online. If AlfaHosts fails to meet any of these guidelines, it will provide service credit for eligible customers, as set forth below.
AlfaHosts guarantees network availability of 99.9% (and 100% for some services). If any part of the AlfaHosts network experiences unavailability during any given day, the customer will receive, at request, two (2) days of service credit.
The customer may obtain no more than two (2) days of service credit regardless of how often the AlfaHosts Network experiences unavailability. The customer may obtain no more than one (1) month of service credit for any given month.
Service Credit means:
In order to initiate a claim for service credit, the customer must contact the AlfaHosts Support Department within 7 days of the network unavailability. The customer must provide the beginning and ending time of the network unavailability. The customer will be contacted via Email or Phone when a decision has been made. If rejected, a explanation will be given. If approved however, AlfaHosts will credit the customers account with the agreed service credit and will appear on the next due invoice.
This SLA doesn't cover scheduled server maintenance, scheduled network maintenance and hardware failure.
AlfaHosts will not give out multiple service credit for the same period of time, I.E. network unavailability will only warrant for a single service credit period.