Service Level Agreement
Here's all you need to know about how we provide our services
We provide a guarantee of 99% network availability for all our services.
If we fail to deliver a service that violates this agreement for 2
consecutive hours, the affected service will be covered under the SLA.
Our physical machines are designed to consistently provide the service
for all applicable services. If these physical machines are unable to
meet this agreement for 2 consecutive hours, the affected service will
be covered by the SLA. We offer protection against most types of Denial
of Service (DoS/DDoS) attacks.
Our clients are eligible for compensation according to the following terms:
To request service compensation, you must create a 'Service Level Agreement claim' through a support ticket on our billing area using the relevant client account associated with the affected service. We do not accept claims from client accounts not linked to the impacted service. Such a ticket must be submitted within one week (seven days) from the start of the incident that resulted in the outage. Our team will investigate all SLA claims and assess their compliance with the terms of this agreement. The decision to approve a claim is solely at the discretion of TVLHHosting, and any claims deemed fraudulent will be promptly rejected. We reserve the right to deny SLA claims if we suspect that the client intentionally caused a service disruption to make a claim under this policy. The SLA is applicable only to direct clients, and we cannot be held responsible for downtime caused by any reseller of our services. We may choose, at our discretion, to provide compensation for outages that occur outside the scope of this policy, without prejudice.
Our SLA does not cover the following circumstances that may cause service interruptions: