This Service Level Agreement ("SLA") outlines the service commitments Arh24.com ("we," "us," or "our") provides to you ("Client," "you," or "your") for our hosting services. This SLA is an integral part of our Terms of Service and applies to all clients with an active hosting account in good standing.
1. 99.9% Network Uptime Guarantee
Arh24.com guarantees that our network will be available and accessible 99.9% of the time in any given calendar month. The network is considered "available" if our core routers and switches are functioning and reachable from the global internet.
Exclusions from Network Uptime
This guarantee does not cover downtime resulting from:
- Scheduled Maintenance: We will provide at least 24 hours' notice for any scheduled maintenance that may cause network unavailability.
- Client-side Issues: Problems with your local internet connection, ISP, or local network equipment.
- Software or Application Issues: Downtime caused by your scripts, code, application configuration, or third-party software installed on your account.
- Actions of the Client: Downtime caused by your direct or indirect actions, including security breaches, misconfigurations, or willful misconduct.
- Denial of Service (DoS) Attacks: While we have DDoS mitigation, massive or targeted attacks that overwhelm our infrastructure are excluded.
- Force Majeure Events: Circumstances beyond our reasonable control, such as natural disasters, war, or widespread internet outages.
- Violations of our Acceptable Use Policy (AUP) resulting in account suspension or termination.
2. SLA Credit Remedy
If we fail to meet the 99.9% Network Uptime Guarantee in a given month, you are eligible to request a service credit. The credit will be calculated as follows:
- 99.0% to 99.89% Uptime: 10% credit of your monthly hosting fee.
- 98.0% to 98.99% Uptime: 25% credit of your monthly hosting fee.
- Below 98.0% Uptime: 50% credit of your monthly hosting fee.
To receive an SLA credit, you must open a support ticket with our billing department within seven (7) days of the end of the month in which the downtime occurred. Credits are applied to your Arh24.com account and cannot be redeemed for cash. Uptime is measured by our internal monitoring systems.
3. Hardware Guarantee (For VPS and Dedicated Servers)
Arh24.com guarantees the functioning of all server hardware components provided with our VPS and Dedicated Server plans. In the event of a hardware failure, we will replace the faulty component at no cost to you.
We commit to replacing failed hardware components (such as CPUs, RAM, hard drives, or power supplies) within four (4) hours of identifying the hardware issue. This timeframe does not include any time required for data restoration from backups.
4. Support Response Time Guarantee
We are committed to providing timely and effective support. We guarantee the following initial response times for support tickets submitted through our client portal:
- Normal Priority Tickets: Initial response within 6 hours.
- High Priority / Urgent Tickets: Initial response within 1 hour.
"Response time" is defined as the time between you submitting the ticket and one of our support engineers providing an initial reply. This does not imply a resolution time, as complex issues may require more time to investigate and resolve.
5. Policy Modifications
Arh24.com reserves the right to amend or modify this SLA at any time. Any changes will be posted on this page and will become effective immediately. It is your responsibility to review this SLA periodically.