Service Level Agreement

Last updated: 7/07/2024

Introduction

We understand the importance of uptime and its impact on your experience. That is why we have developed a Service Level Agreement (SLA) that outlines our commitment to ensure the availability and performance of our services to our clients.

We reserve the right to update and modify any part of our Service Level Agreement (SLA) at any time, with or without notice. It is the customer's responsibility to review the Service Level Agreement and keep updated with changing policies. To be notified of any changes, please review the date at the top of this page.

Aspects covered by the Service Level Agreement (SLA)

Our SLA covers the uptime and performance of our services. If at any time either of those metrics is affected unexpectedly, you will be able to claim reimbursement for downtime.

Services covered by the Service Level Agreement (SLA)

Services listed on the homepage and on the Halvex Dashboard that state “Covered by Service Level Agreement (SLA)” are covered by all aspects of the SLA.

SLA Limitations

The SLA does not cover the following scenarios:

  • Planned Maintenance: Maintenance is required periodically to ensure expected performance, this may/may not result in planned downtime. All downtimes are announced via email, status page, and Discord.
  • Reduced performance due to high resource usage.
  • Exceeding Resource Allocation: Downtime/reduced performance as a result of using more resources than what has been allocated to your service is not under our coverage.
  • 3rd Party and Client Issues: Downtime/reduced performance caused by client configuration issues and 3rd party software/plugins are not covered by the SLA.
  • Issues Beyond our Control: Force majeure or any issues that are out of our control are not under coverage.

SLA Claims

In the event of non-compliance covered by the SLA, the client will be compensated as per the terms listed:

  • For every minute of downtime/decreased performance, Halvex will extend the client's server based on the length of the downtime per day. (Ex: If your service is down for a minute, it will be compensated by a service extension of one day, if your service was down for 24 hours and 1 minute, it will be compensated by a service extension of 2 days.)
  • SLA claims deemed fraudulent by the Halvex team will be rejected. Halvex reserves the right to deny SLA claims if the client is suspected to have caused a service disruption with the intent to receive compensation by filing an SLA claim. (Ex: If the client was suspected of initiation of a Denial of Service attack (DoS) toward their own service, issues like these may provoke future action to be taken against the client.)
  • The SLA is only valid for clients of Halvex and is only applicable to services marked with “Covered by Service Level Agreement (SLA)” on the product description, Halvex is not responsible for downtime/service issues of 3rd party services.
  • SLA claims must be filed within 7 days after unexpected downtime/reduced performance.

Halvex is committed to providing a secure and reliable hosting service. We appreciate the cooperation from our clients.


If you have any questions about the Service Level Agreement, you can contact us at support@halvex.net