Service Level Agreement

Here's all you need to know about how we provide our services

By utilizing the services provided by TVLHHosting, you automatically agree to abide by our Service Level Agreement (referred to as "SLA"), which encompasses all the clauses stated within it. If you do not agree to the SLA, you must immediately cease using the service.
We reserve the right to modify or update any portion of the SLA at any time, without prior notice. It is your responsibility to regularly review the SLA and stay informed about any changes in its provisions. Changes to the SLA will be indicated in the privacy policy with the "Last Revised:" section at the beginning of this page.
By continuing to use our service, you confirm and guarantee that either i) you are at least thirteen (13) years old, or ii) you possess written parental consent that can be provided to TVLHHosting upon request, verifying that you have parental consent to continue using our service.

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.

Scope of the SLA

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.

Limitations of the SLA

Our SLA does not cover the following circumstances that may cause service interruptions:

  1. Planned maintenance: Occasionally, we may need to perform maintenance on our service, resulting in temporary downtime. We will provide advance notice of all planned maintenance via email, on our Discord server, and on our website in easily accessible locations. However, compensation will not be provided for downtime caused by planned maintenance.
  2. Client-installed files, software, or custom scripts: We will not compensate clients for interruptions or outages caused by the installation of third-party files, software, or custom scripts by the client.
  3. Resource allocation exceeded: Clients will not be compensated for interruptions or outages caused by exceeding the allocated resources dedicated to their service.
  • Please note that these exclusions are not covered by our SLA, and compensation will not be provided for service interruptions or outages arising from these circumstances.
This SLA is effective as of 14 July 2023 and was last updated on 14 July 2023.