Service Level agreement
The goal of Atal Networks’ SLA is to provide peace of mind by ensuring that your servers remain up, connected, and problem-free. This SLA is included with all our Dedicated Servers at no additional cost.
Service Availability
- Network Uptime
We guarantee a 99.99% network uptime. Our network is monitored continuously to ensure both public and private internet connections remain operational. In the rare event that we fail to meet this guarantee, we offer service credits as compensation. - Power Uptime
We guarantee a 99.99% power uptime. Should power issues arise, we commit to resolving them promptly. If we are unable to meet this guarantee, you will receive service credits. - Support Availability
Our support team is available 24/7 via email, phone, and chat to assist you whenever needed.
Response Times
Initial Response
We aim to respond to all support requests within 15-30 minutes, with a maximum response time of 90 minutes.
Hardware Replacement
In the event of hardware failure, replacement times are as follows:
- Europe: 4 hours for hardware components, 3 hours for server replacement.
- US: 6 hours for hardware components, 4 hours for server replacement.
- Asia: 8 hours for hardware components, 4 hours for server replacement.
Credit Compensation
If we fail to meet our uptime guarantees, you are eligible for service credits as follows:
Uptime Percentage Network Credit Power Credit
< 99.99% 3% 3%
< 99.9% 5% 5%
< 99% 10% 10%
Note: Planned maintenance does not count towards downtime calculations. Maximum compensation is limited to one monthly payment.
Exclusions
This SLA does not cover:
- Events beyond our reasonable control, such as natural disasters, internet backbone failures, and other force majeure events.
- Downtime resulting from your actions or configurations.
- Issues arising from third-party equipment, software, or technology.
- Downtime during scheduled maintenance with prior notice.
- Illegal or unlawful use of the service.
- Non-payment of charges.
Claim Process
To claim service credits, you must:
- Submit a detailed incident report within 30 days of the event.
- Provide logs or messages documenting the errors and claimed outage.
- Include the date, time, and duration of the downtime.
- Provide information on the affected instances.
- We will review and validate your claim, and determine if service credits apply. Our decision on service credit claims is final and binding.
Additional Terms
- System Records
In case of any discrepancy, our system records will prevail. - Exclusive Remedy
Service credits are your sole remedy for any performance failure. We are not liable for any direct, indirect, or consequential damages. - SLA Amendments
We reserve the right to amend this SLA by posting an updated version on our website. Continued use of the service constitutes acceptance of the amended SLA. - Agreement Integration
This SLA is part of your agreement for the purchase and use of the service.
Server Termination
- Discontinuation by Customer
If you choose to discontinue the service, your server will be terminated within 24 hours of your request. - Expiration
If you cancel the service after your subscription expires, your server will be terminated within 24 hours of the expiration date. - Non-Renewal
Failure to renew the subscription will result in server termination within 24 hours of the expiration date. - Violation of Terms
Violation of our terms of service will result in immediate account suspension and termination. - Potential Fraud
Our anti-fraud system may trigger account suspension and termination if verification fails. - Dispute or Chargeback
Unresolved disputes or chargebacks will result in server termination after a 7-day resolution period.
Note: Maintain a backup copy of your server to avoid data loss upon termination. We are not liable for data loss due to termination.
Service Availability
- Network Uptime
We guarantee a 99.99% network uptime. Our network is monitored continuously to ensure both public and private internet connections remain operational. In the rare event that we fail to meet this guarantee, we offer service credits as compensation. - Power Uptime
We guarantee a 99.99% power uptime. Should power issues arise, we commit to resolving them promptly. If we are unable to meet this guarantee, you will receive service credits. - Support Availability
Our support team is available 24/7 via email, phone, and chat to assist you whenever needed.
Response Times
- Initial Response
We aim to respond to all support requests within 15-30 minutes, with a maximum response time of 90 minutes. Hardware Replacement
In the event of hardware failure, replacement times are as follows:Europe: 4 hours for hardware components, 3 hours for server replacement.
US: 6 hours for hardware components, 4 hours for server replacement.
Asia: 8 hours for hardware components, 4 hours for server replacement.
Credit Compensation
If we fail to meet our uptime guarantees, you are eligible for service credits as follows:
Uptime Percentage Network Credit Power Credit
< 99.99% 3% 3%
< 99.9% 5% 5%
< 99% 10% 10%
Note: Planned maintenance does not count towards downtime calculations. Maximum compensation is limited to one monthly payment.
Exclusions
This SLA does not cover:
- Events beyond our reasonable control, such as natural disasters, internet backbone failures, and other force majeure events.
- Downtime resulting from your actions or configurations.
- Issues arising from third-party equipment, software, or technology.
- Downtime during scheduled maintenance with prior notice.
- Illegal or unlawful use of the service.
- Non-payment of charges.
Claim Process
To claim service credits, you must:
- Submit a detailed incident report within 30 days of the event.
- Provide logs or messages documenting the errors and claimed outage.
- Include the date, time, and duration of the downtime.
- Provide information on the affected instances.
- We will review and validate your claim, and determine if service credits apply. Our decision on service credit claims is final and binding.
Additional Terms
- System Records
In case of any discrepancy, our system records will prevail. - Exclusive Remedy
Service credits are your sole remedy for any performance failure. We are not liable for any direct, indirect, or consequential damages. - SLA Amendments
We reserve the right to amend this SLA by posting an updated version on our website. Continued use of the service constitutes acceptance of the amended SLA. - Agreement Integration
This SLA is part of your agreement for the purchase and use of the service.
Server Termination
01
Discontinuation by Customer
If you choose to discontinue the service, your server will be terminated within 24 hours of your request.
02
Expiration
If you cancel the service after your subscription expires, your server will be terminated within 24 hours of the expiration date.
03
Non-Renewal
Failure to renew the subscription will result in server termination within 24 hours of the expiration date.
04
Violation of Terms
Violation of our terms of service will result in immediate account suspension and termination.
05
Potential Fraud
Our anti-fraud system may trigger account suspension and termination if verification fails.
06
Dispute or Chargeback
Unresolved disputes or chargebacks will result in server termination after a 7-day resolution period.
Note: Maintain a backup copy of your server to avoid data loss upon termination. We are not liable for data loss due to termination.