Service Level Agreement
AlphaVPS (DA International Group Ltd.) provides the following service availability commitments on a monthly basis:
Service Availability Commitments
| Service | Availability |
|---|---|
| Colocation - Power (A+B power feeds) | 100% |
| Colocation - Cooling | 100% |
| Colocation - Network | 99.9% |
| Virtual services | 99.9% |
Service Credits
If AlphaVPS fails to meet the applicable service availability commitment during a calendar month, the customer may request a service credit. Service credits are applied only as account credit toward a following invoice and are not refundable, not redeemable for cash, and not paid out as a direct reimbursement.
Virtual Services and Colocation Network (99.9% SLA)
| Availability | Service Credit |
|---|---|
| Below 95.0% | 25% |
| Below 99.0% but ≥ 95.0% | 10% |
| Below 99.9% but ≥ 99.0% | 5% |
Colocation Cooling and A+B Power (100% SLA)
| Availability | Service Credit |
|---|---|
| Below 99.0% | 50% |
| Below 99.9% but ≥ 99.0% | 25% |
| Below 100.0% but ≥ 99.9% | 10% |
Operational Support Commitments
- Dedicated server hardware replacement: For dedicated server services, if a confirmed hardware component failure requires part replacement, AlphaVPS will use commercially reasonable efforts to replace the failed part within 24 hours.
- Ticket response time: AlphaVPS will provide an initial response to support tickets within 12 hours.
Ticket response times and hardware replacement times are service targets, not guaranteed service availability metrics, and do not constitute a separate uptime guarantee unless expressly stated otherwise.
Claiming Service Credits
Any request for a service credit must be submitted by the customer via support ticket within 7 days of the event giving rise to the claim. Requests submitted after this period may be rejected.
Service credits are the customer's sole and exclusive remedy for any failure to meet the above service availability commitments and shall not exceed the monthly recurring fee for the affected service.
This SLA is part of our Terms of Service. See also our Privacy Policy.