Atalnetworks – High-Performance Bare metal and VPS Servers

50% Off Your First Server Bill! Coupon Code: LZ3OPP6ZF3

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

  1. Discontinuation by Customer
    If you choose to discontinue the service, your server will be terminated within 24 hours of your request.
  2. Expiration
    If you cancel the service after your subscription expires, your server will be terminated within 24 hours of the expiration date.
  3. Non-Renewal
    Failure to renew the subscription will result in server termination within 24 hours of the expiration date.
  4. Violation of Terms
    Violation of our terms of service will result in immediate account suspension and termination.
  5. Potential Fraud
    Our anti-fraud system may trigger account suspension and termination if verification fails.
  6. 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.
Hybrid cloud server

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.
Hybrid server

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.

Managed Dedicated Server

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.

Best dedicated server

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.

Scroll to Top