Alice Networks Ltd. Service Level Agreement (SLA)
Scope: This SLA is part of Alice Networks Ltd.’s agreement with customers who purchase its services, as outlined in the Terms of Service (TOS).
Network Service Guarantee
- Uptime Commitment: Alice Networks Ltd. guarantees 99% network uptime, excluding scheduled maintenance and issues in remote networks.
- Maintenance Notices: Customers will receive advance notice for scheduled maintenance. Emergency maintenance may occur without prior notice.
Account Credits
- Credit Process: Credits issued for service level failures are applied within two billing cycles post verification. Failures must be reported within ten business days via the Customer Portal.
- Credit Scale:
- 99.0% – 99.99% uptime: 10% of monthly fee credited.
- 98.0% – 98.9% uptime: 15% of monthly fee credited.
- 95.70% – 97.9% uptime: 20% of monthly fee credited.
- 90.0% – 94.9% uptime: 25% of monthly fee credited.
- Below 89.9% uptime: 5% credited for every 1% of lost availability.
Credit Exclusions
- Ineligibility: Credits are not available for accounts that are past due or suspended.
- Exclusions: Issues outside Alice Networks Ltd.’s control, such as power failures, equipment not managed by Alice Networks Ltd., or Force Majeure events, are excluded.
Colocation Service Hardware
- Coverage: The SLA does not cover customer-owned hardware within data center premises.
Dedicated Server Hardware
- Uptime Guarantee: Alice Networks Ltd. ensures the uptime of dedicated server hardware. Failed hardware (including RAM, processors, hard drives, etc.) will be replaced within six hours of notification at no cost.
Network Traffic
- Path Selection: Alice Networks Ltd. does not guarantee specific network paths or traffic allocations. Traffic path selection is at the company’s discretion.
Service Management
- Unmanaged Services: Services are unmanaged unless otherwise specified.
