Service Level Agreement

Last updated: April 15, 2025

This Service Level Agreement (SLA) outlines the terms and conditions for services provided by Avlanc ("we", "us", "our"). This document defines the service standards, responsibilities, and guarantees to ensure a high-quality experience for our customers.

1. Definitions

• Downtime: Any period during which the hosting services (Game Server Hosting, VPS Hosting, Discord Bot Hosting, or Dedicated Server Hosting) are unavailable due to issues within our control.
• Service Credit: A credit, calculated as a percentage of the monthly service fee, provided to the customer when the service does not meet the uptime guarantees specified in this SLA.
• Scheduled Maintenance: Planned maintenance activities communicated to customers at least 24 hours in advance.
• Urgent Maintenance: Maintenance conducted to address critical issues such as security patching or preventing damage to infrastructure or customers, which may not allow for advance notice.
• External Network Issue: Any issue caused by upstream providers or the public internet, which is outside Avlanc's direct control and not considered downtime.

2. Services Covered

This SLA applies to all services offered by Avlanc, including but not limited to:

• Minecraft Hosting
• Virtual Private Server (VPS) Hosting
• Discord Bot Hosting
• Dedicated Server Hosting

This SLA applies across all Avlanc products, even if not explicitly listed above.

3. Uptime Guarantee

We guarantee that our services will be available 99.9% of the time in any given calendar month, excluding scheduled maintenance, urgent maintenance, and external network issues.

4. Service Credits

If the uptime falls below the guaranteed level, customers will be eligible for service credits. These credits are calculated based on the total downtime experienced within a month as follows:

| Downtime | Service Credit | | ----------------- | ------------------ | | 0 - 60 minutes | No credit | | 61 - 120 minutes | 5% of monthly fee | | 121 - 180 minutes | 10% of monthly fee | | 181 - 240 minutes | 15% of monthly fee | | 241 - 300 minutes | 25% of monthly fee | | 3 days downtime | 50% of monthly fee | | 1 week downtime | 75% of monthly fee |

• Maximum Credit: The total service credit for any given month shall not exceed 75% of the monthly service fee.
• Non-Cash Credit: Service credits are issued only as billing credits for future invoices and are not redeemable for cash or transferable.
• Non-Cumulative: Service credits do not accumulate across billing cycles or apply to multiple services simultaneously.

5. Customer Responsibilities

• Customers must report service outages or interruptions within 24 hours as they occur.
• Customers must provide accurate and timely information to facilitate the resolution of service issues.
• Customers must ensure their use of the service complies with our Acceptable Use Policy.
• Customers are encouraged to provide third-party uptime monitoring data (e.g., UptimeRobot or BetterUptime) when submitting claims.

6. Exclusions

Service credits will not be provided for downtime or interruptions resulting from:

• Scheduled maintenance
• Urgent maintenance (e.g., security patching or preventing infrastructure damage)
• External network issues or failures of upstream providers
• Customer’s actions or misconfigurations
• Failures or limitations on the customer’s end (hardware/software issues)
• Force majeure events such as natural disasters, war, or acts of God
• Services provided at no cost (e.g., free trials or promo plans)
• Indirect outages that do not impact server accessibility (e.g., website downtime)

7. Claims Process

To request a service credit, customers must submit a claim within 24 hours of the downtime event. The claim must include:

1. Customer’s account information
2. Date and time of the downtime
3. Duration of the downtime with proof
4. Any relevant logs or documentation (e.g., screenshots or monitoring links)

Claims must be submitted via the billing panel. Incomplete or unverifiable claims will be denied.

8. Scheduled Maintenance

• Notification: Customers will be notified of scheduled maintenance at least 24 hours in advance.
• Duration: Maintenance windows will typically last no longer than 4 hours and will be scheduled during off-peak hours.
• Service credits are not issued for scheduled maintenance periods.

9. Limitations of Liability

• Avlanc’s liability is limited to the total amount the customer has paid for the affected service during the month in which the service failure occurred.
• Service credits are the sole and exclusive remedy for downtime or service interruptions.

10. Termination

We reserve the right to modify or terminate this SLA with seven (7) days notice to customers.

11. Governing Law

This SLA will be governed by and construed in accordance with the laws of India.

By using the services provided by Avlanc, the customer acknowledges and agrees to the terms and conditions outlined in this SLA.