Agreement overview
This Service Level Agreement ("SLA") describes the availability commitment and service-credit process for eligible services. It applies only where the applicable product, order or service agreement expressly incorporates this SLA. It is not a universal uptime guarantee for every Altox service.
1. Definitions
Node means the physical infrastructure host supporting an applicable virtualized service. Uptime means the measured availability of the covered service over the applicable calendar month, subject to the exclusions below.
2. Availability commitment
For plans that expressly include this SLA, the published monthly network-availability commitment is 99% . Altox may also use higher internal targets for operational planning, but an internal target is not an additional customer guarantee unless the applicable service terms say so.
3. Measurement
Availability is measured using Altox's applicable monitoring data and service telemetry. The exact measurement scope may differ by product. Customer-side application errors, local connectivity problems and configuration failures are not automatically service outages.
4. Service credits
For an eligible covered service, credits may be calculated using the following schedule when the measured monthly availability falls into the stated band:
| Monthly availability | Service credit |
|---|---|
| 98.0%–100% | No credit |
| 94.0%–97.9% | 10% of eligible monthly fee |
| 89.0%–93.9% | 25% of eligible monthly fee |
| Below 89.0% | 50% of eligible monthly fee |
Credits are capped at 50% of the eligible monthly service cost and are applied to future eligible invoices unless applicable law or the service agreement requires otherwise. They are not cash refunds.
5. Maintenance
Scheduled maintenance may be excluded from SLA calculations where notice is provided through the applicable communication channel. Emergency security maintenance may be performed without advance notice where reasonably necessary to protect infrastructure.
6. Exclusions
The SLA does not cover downtime caused by force majeure events, customer configuration or software, customer misuse, account suspension, attacks that fall outside the covered service's mitigation scope, third-party services outside Altox's control, or other exclusions expressly stated in the applicable order or service agreement.
7. Claim process
Submit an SLA claim through the official support channel within 7 days of the relevant incident or measurement period. Include the affected service, dates and times, and enough information for the team to verify the event. Altox will review available monitoring evidence before approving a credit.
8. No double recovery
A service credit under this SLA is the stated remedy for the covered availability event and does not create an additional cash-refund entitlement for the same event, except where applicable law requires otherwise.
9. Changes
The SLA may be updated for future service orders. The version incorporated into your service or order controls where there is a conflict.