Service Level Agreement

Our Commitment

AVS ISP is committed to providing reliable and consistent hosting and network services. This Service Level Agreement (SLA) outlines our uptime guarantees, exclusions, and the process for receiving service credits in the event of qualifying downtime.

Uptime Guarantee

We guarantee a minimum network uptime of 99.0% measured monthly for all core hosting and network infrastructure services, including VPS, VDS, and dedicated servers.

Uptime Calculation: Uptime percentage is calculated as:

(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

SLA Exclusions

The following events are not counted as downtime under this SLA:

Scheduled Maintenance: Planned maintenance windows announced at least 24 hours in advance
Emergency Security Patches: Critical security updates or patches applied to protect infrastructure
DDoS Attacks: Downtime or degradation caused by distributed denial-of-service attacks targeting your services or our network
Upstream Provider Failures: Outages caused by third-party transit providers, datacenters, or internet exchange points
Force Majeure: Natural disasters, power grid failures, wars, riots, or other events beyond our reasonable control
Customer-Caused Outages: Downtime resulting from your configurations, software, or actions (e.g., firewall misconfigurations, resource exhaustion)
Network Testing: Brief interruptions during network infrastructure testing or upgrades

Submitting an SLA Claim

If you believe you have experienced downtime exceeding the SLA threshold, you may submit a claim by opening a support ticket with the subject line "SLA Claim".

Required Information

SLA claims must include the following:

Service Affected: IP address, hostname, or service identifier
Date & Time: Start and end time of the outage (with timezone)
Proof of Downtime: HTTP monitoring logs, traceroutes, or screenshots showing service unavailability
Impact Description: Brief explanation of how the outage affected your service

Important Note on Monitoring

ICMP/Ping-based monitoring is not accepted as valid proof. We filter and rate-limit ICMP traffic at our network edge for DDoS protection and traffic management. Please use HTTP/HTTPS monitoring, TCP connection tests, or application-level checks to demonstrate downtime.

Service Credit Compensation

For verified downtime exceeding 5 consecutive minutes, you will receive account credits based on the duration of the outage:

Monthly Uptime Achieved	Downtime Duration	Service Credit
98.0% - 98.99%	7.2 - 14.4 hours	10% of monthly service fee
95.0% - 97.99%	14.4 - 36 hours	25% of monthly service fee
90.0% - 94.99%	36 - 72 hours	50% of monthly service fee
Below 90.0%	More than 72 hours	100% of monthly service fee

Credit Terms

Credit Application: Credits are applied to your account balance within 7 business days of claim approval
Usage: Credits may be used toward future renewals, new services, or upgrades
No Cash Value: Credits cannot be redeemed for cash, refunded, or transferred to other accounts
Expiration: Account credits do not expire as long as your account remains active

Claim Review Process

All SLA claims are reviewed by our technical team within 5 business days. We will:

Verify the reported downtime against our internal monitoring and logs
Confirm the outage was not caused by excluded events
Calculate the appropriate credit amount if the claim is valid
Apply credits to your account or provide an explanation if the claim is denied

You will receive email notification of the claim decision with detailed findings.

Limitations & Exclusivity

SLA credits are the sole and exclusive remedy for downtime under this agreement. By accepting these terms, you agree that service credits represent the full extent of our liability for service interruptions.

This SLA does not cover:

Consequential damages (e.g., lost revenue, business opportunities, or profits)
Indirect damages resulting from downtime
Third-party claims or liabilities
Data loss or corruption (see our Terms of Service for data backup responsibilities)

Changes to This SLA

We may update this SLA to reflect improvements to our infrastructure or changes in our service offerings. Updated versions will be posted on this page with a revised date. Material changes affecting credit calculations or uptime guarantees will be announced via email at least 30 days before taking effect.

Contact for SLA Claims

To submit an SLA claim or inquire about this policy:

Support Ticket: Open a ticket via your client area with subject line "SLA Claim"

Our team is committed to addressing all claims promptly and fairly.