Service Level Agreement

Last Revised: 2026-09-23

Document: Service Level Agreement
Domain: alivehoster.com & subdomain
Operator: ALIVES Co. (d/b/a Alive Hoster)

This Service Level Agreement (“SLA”) establishes the core availability commitments, network performance guarantees, and formal financial remedy structures provided by ALIVES Co. (d/b/a Alive Hoster) to our hosting subscribers. This SLA forms an integral, legally binding component of the Alive Hoster Master Terms of Service. In the event Alive Hoster fails to maintain the committed availability thresholds defined herein, eligible subscribers are entitled to account credits subject to the terms, formulas, and submission windows set forth below.

1. DEFINITIONS AND PERFORMANCE BENCHMARKS

For the purposes of this Service Level Agreement, the following technical and operational terms shall have the meanings ascribed below:

• “Core Network”: The routing engines, core switches, border routers, transit uplinks, and physical cabling directly managed by Alive Hoster and our data center facilities that interconnect our hypervisors with the public Internet backbone;
• “Hypervisor Infrastructure”: The physical server hardware, enterprise ECC memory modules, enterprise NVMe storage arrays, redundant power distribution units (PDUs), and virtualization abstraction layers executing our virtual compute instances;
• “Covered Services”: Actively subscribed, fully paid, non-defaulted Shared Web Hosting, WordPress Hosting, Reseller Hosting (cPanel, DirectAdmin, Webuzo, Plesk), KVM VPS, Cloud VPS, ARM64 VPS/VDS, Dedicated VDS, and Bare-Metal Dedicated Servers;
• “Unscheduled Downtime”: The total cumulative number of minutes in a given calendar month during which a Covered Service experiences a total failure of external packet delivery across our border network, or total hypervisor unresponsiveness, verified by Alive Hoster internal telemetry and external monitoring sensors;
• “Scheduled Maintenance”: Planned maintenance windows, kernel hot-patching, hardware upgrades, or data center facility enhancements scheduled and announced by Alive Hoster in advance via email or Client Portal announcements;
• “Service Credit”: A non-refundable, non-transferable financial credit denominated in United States Dollars (USD) credited directly to the Client’s billing account balance, applicable solely toward future hosting renewals or new service orders.

2. 99.90% NETWORK & HARDWARE AVAILABILITY COMMITMENT

Alive Hoster commits to maintaining a ninety-nine point ninety percent (99.90%) Monthly Availability Rate for its Core Network and bare-metal Hypervisor Infrastructure across all enterprise data center regions during every full calendar month.

Availability Calculation Formula:
Monthly Availability Percentage is calculated mathematically over each complete calendar month according to the following formula:

$$\text{Monthly Availability \%} = \left( \frac{\text{Total Calendar Minutes in Month} – \text{Unscheduled Downtime Minutes}}{\text{Total Calendar Minutes in Month}} \right) \times 100$$
Example: In a standard thirty (30) day calendar month consisting of 43,200 total minutes, a 99.90% availability target permits a maximum cumulative unscheduled downtime threshold of 43.20 minutes per calendar month. Any unscheduled downtime exceeding this threshold entitles the subscriber to tiered Service Credits under Section 3.

3. TIERED SLA SERVICE CREDIT MATRIX

If Alive Hoster confirms that a Covered Service failed to achieve the 99.90% availability commitment in a specific calendar month due to an eligible, non-excluded infrastructural outage, the Client is entitled to request a Service Credit based on the industry-standard tiered compensation table below, calibrated down to the 90.00% availability threshold:

Credit Calculation Basis: Service Credits are calculated strictly upon the net recurring base monthly hosting fee of the specific individual service instance directly affected by the qualifying outage. Third-party software licenses (e.g., cPanel, CloudLinux, LiteSpeed, WHMCS), domain name registration fees, IP allocation fees, setup surcharges, or management add-ons are strictly excluded from SLA credit calculations. The cumulative maximum Service Credit awarded for any individual billing cycle shall not exceed one hundred percent (100%) of the base monthly service fee for that instance.

4. HARDWARE REPLACEMENT GUARANTEE (BARE-METAL DEDICATED SERVERS)

For unmanaged Bare-Metal Dedicated Servers provisioned across our enterprise data centers, Alive Hoster provides a dedicated Hardware Replacement Guarantee covering critical server components (CPU, Motherboard, ECC RAM, NVMe/SSD/HDD Drives, Network Interface Cards, and Power Supplies):

• Four (4) Hour Hardware Replacement Window: Alive Hoster guarantees that physical on-site data center technicians will identify and replace certified failed server hardware within four (4) hours following formal ticket verification and diagnosis by our technical engineering team;
• Hardware Failure Remedy: In the event certified hardware replacement exceeds the four-hour operational threshold, the Client is entitled to an SLA credit of five percent (5%) of the monthly base dedicated server fee for each additional contiguous hour of delay, up to a maximum cap of one hundred percent (100%) of the monthly base fee;
• Data Recovery Exclusion: The Hardware Replacement Guarantee covers physical component swapping exclusively. Re-installation of the operating system, RAID array reconstruction, or file recovery from backup repositories is governed by our standard unmanaged support boundaries and data backup terms.

5. EXCLUSIONS FROM SLA UPTIME COMMITMENT

The 99.90% Availability Guarantee and associated Service Credits apply strictly to unexpected infrastructural failures within Alive Hoster direct operational control. Downtime or service impairment resulting from any of the following circumstances is strictly excluded from the SLA calculation and shall not qualify for Service Credits:

1. Scheduled Maintenance Windows: Routine hardware patching, firmware updates, switch maintenance, or facility improvements announced at least twenty-four (24) hours in advance via email or the Client Portal (typically executed during off-peak weekend hours);
2. Emergency Security Maintenance: Critical patching necessary to mitigate zero-day hypervisor exploits, actively exploited kernel vulnerabilities, or immediate hardware failure risks affecting data integrity;
3. Client Configuration & Application Errors: Software crashes, corrupt database tables, custom kernel panics, misconfigured firewall rules, permission conflicts, invalid Apache/Nginx web server configurations, or scripts deployed by the Client or their authorized users;
4. Resource Exhaustion & AUP Violations: Container unresponsiveness caused by the Client exceeding provisioned RAM, disk space, inode limits, CPU cores, or process execution caps under our Acceptable Use Policy;
5. DDoS & Massive Cyber Attacks: Outages or packet loss resulting from external Distributed Denial of Service (DDoS) attacks, SYN floods, or volumetric traffic surges targeting the Client’s IP or adjacent tenants, during which automated traffic scrubbing, mitigation routing, or defensive null-routing is engaged to preserve data center upstream stability;
6. Domain Name & DNS Resolution Failures: Inability to access a website caused by expired domain registrations, third-party registrar lockouts, DNS propagation delays, or third-party DNS provider outages (e.g., Cloudflare, Google DNS);
7. Upstream Transit & Global Internet Fiber Cuts: Disruptions occurring beyond Alive Hoster border routers, including tier-1 carrier fiber cuts, transoceanic cable damage, regional ISP peering disputes, or widespread national censorship/routing blackouts;
8. Account Default & Administrative Actions: Service suspension, port throttling, or access termination executed due to overdue invoices, fraud detection, chargeback disputes, or substantiated abuse investigations;
9. Force Majeure Events: Acts of God, war, insurrection, civil unrest, natural disasters, national power grid collapses, or government telecommunications shutdowns beyond the reasonable control of ALIVES Co.

6. SLA CLAIM SUBMISSION PROCEDURE & VERIFICATION RULES

Service Credits are not automatically issued by our automated billing systems. To receive a Service Credit under this Agreement, the Client must follow the formal administrative claim procedure outlined below:

Mandatory Seven (7) Day Claim Window:
The Client must formally submit an SLA Credit Request ticket via the Client Portal (portal.alivehoster.com) within seven (7) calendar days following the conclusion of the calendar month in which the alleged downtime incident transpired. Claims submitted after the 7-day window are permanently waived and forfeited.

6.1 Required Claim Documentation

Each submitted SLA claim ticket must be directed to the Billing & SLA Department and must include:

• The specific Service ID, IP address, and primary domain associated with the affected hosting plan;
• The exact UTC start and end timestamps of the verified outage;
• External traceroute records, ping telemetry, or monitoring alert logs (e.g., UptimeRobot, Pingdom, HetrixTools) capturing the duration of packet loss or HTTP unresponsiveness;
• The corresponding support ticket number opened during the active outage notifying technical support of the disruption.

6.2 Investigation & Credit Application

Upon receipt of an SLA claim, our infrastructure engineering department will cross-reference the submitted data against our internal border router telemetry, hypervisor system logs, and data center NOC incident reports. If the outage is verified and determined to be an eligible event under this Agreement, the appropriate Service Credit will be approved within five (5) business days and posted directly to the Client’s internal portal credit ledger.

7. SOLE AND EXCLUSIVE MONETARY REMEDY

Exclusive Remedy Clause:
The issuance of Service Credits as provided under this Service Level Agreement constitutes the sole, exclusive, and total monetary and contractual remedy available to the Client for any failure, outage, disruption, packet loss, or unresponsiveness of Alive Hoster network, servers, or hosting infrastructure.

Under no circumstances shall Alive Hoster or ALIVES Co. be liable for any direct, indirect, incidental, special, or consequential damages (including lost business profits, anticipated revenue, lost sales data, commercial goodwill, or secondary operational expenses) resulting from any network or hypervisor downtime, even if advised of the possibility of such damages.

8. POLICY AMENDMENTS AND REVISIONS

8.1 Right to Amend and Operational Discretion

ALIVES Co. (d/b/a Alive Hoster) reserves the right to amend, update, revise, or modify this Service Level Agreement periodically at our sole operational discretion to reflect network infrastructure enhancements, hardware standard revisions, facility expansions, or statutory legal requirements.

8.2 Publication and Constructive Notice

Alive Hoster does not transmit individual personal notifications via electronic mail (email), SMS, or telephonic channels regarding routine policy revisions. Any modifications become legally effective immediately upon publication on this website, evidenced by the updated “Last Revised” date displayed at the top of this document. It remains the sole operational responsibility of the Client to review this Service Level Agreement periodically.

8.3 Binding Acceptance Through Continued Use

Your continued access to, browsing of, or utilization of Alive Hoster websites, the Client Portal (portal.alivehoster.com), or provisioned hosting services following the posting of any revised Service Level Agreement constitutes your binding and unconditional acceptance of the updated terms. If you do not agree with any modified provision, you must immediately discontinue all use of our services and, where applicable, submit an authenticated cancellation request through the Client Portal.

8.4 Archival and Historical Records

Prior versions of this Service Level Agreement are preserved and archived internally for legal compliance, audit, and historical reference purposes. Where a verified, registered customer requires access to a historical version of this policy applicable to their specific historical contract term, an authenticated inquiry may be submitted via the Client Portal or to support@alivehoster.com.

9. CONTACT US

To submit a verified infrastructure outage telemetry claim or inquire about uptime credits under this Service Level Agreement, please open an authenticated support ticket with our SLA Verification Desk:

ALIVES Co. (d/b/a Alive Hoster)
Main Website: alivehoster.com
Client Support Portal: portal.alivehoster.com
Official Support Email: support@alivehoster.com
Corporate Office Address: 212 N. 2nd St. Ste 100, Richmond, KY 40475, USA

Legal Entity © ALIVES Co. (Kentucky Org No. 1636208.09) (d/b/a Alive Hoster). All rights reserved.