Service Level Agreement (SLA)

1. Overview

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

2. Uptime Guarantee

We guarantee a minimum service uptime of 99% for all core hosting and network infrastructure.

Scheduled maintenance, emergency security patches, and network events beyond our reasonable control (e.g., DDoS attacks, upstream provider failures, or natural disasters) are not counted as downtime under this SLA.

3. Reporting Downtime

If you believe you have experienced downtime exceeding the SLA threshold, you may submit a support ticket with the subject line "SLA Claim". Claims must include:

• The date and time range of the outage
• Details about the affected service(s)
• Evidence from a valid service monitor (e.g., HTTP/HTTPS, SSH, or other uptime checks)

Please note that ping or ICMP-based monitoring is not accepted as valid proof, as we filter and rate-limit ICMP at the edge for DDoS protection and traffic management.

4. Credit Calculation

For verified downtime exceeding 5 minutes, you will receive:

• 2% account credit of your total active services cost for each full hour of downtime
• Credits are capped at a maximum of 50% of the monthly cost of the affected services

Credits are applied to your account balance and may be used toward future renewals or new service orders. Refunds are not issued under any circumstances for SLA claims.

5. Claim Submission and Review

• SLA claims must be submitted within 24 hours of the incident
• Claims are reviewed and validated by our team
• Claims will be approved or denied within 48 hours

6. Exclusions

• Planned or emergency maintenance (with notice)
• Customer-caused downtime, misconfiguration, or abuse
• Issues resulting from software installed by the user
• DDoS attacks or external events beyond our control

7. Limitation of Credits

SLA credits are the sole and exclusive remedy for downtime under this agreement. Credits cannot be exchanged for cash, transferred, or combined across multiple accounts. Credit cannot be cashed-out and can only be used to order or extend services.