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.