Service Level Agreement (SLA)
Secure Gateway®, Dedicated Servers, Cloud Hosting, and Colocation Facilities Services
In the event that ALSCO does not meet 100% Uptime for Dedicated Servers, Cloud Hosting, and Colocation Facilities Services, Secure Gateway®, ALSCO clients will be eligible to request compensation for downtime. If ALSCO is directly responsible for causing the downtime, customer may receive a credit equal to the actual amount of downtime (SLA Credit). This means that if your service is unavailable for 1 hour (beyond the 0.0% allowed), you will receive 1 hour’s credit at the end of the billing period based upon your base hourly rate (calculated by dividing the monthly recurring charge by the number of hours in a given month, times the amount of the respective unavailability). All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of ALSCO Terms of Service or if the account is in default for non-payment.
How to Report a Problem
ALSCO technicians are available 24/7/365. There are a number of ways to reach us, including customer Support Dashboard and online chat.
SLA Credit Exclusions
Many situations are completely outside of the control of ALSCO, and therefore are not eligible for an SLA Credit. These situations include:
Scheduled Network or Power System Maintenance
Periodic network and power system maintenance will be required on a continued basis. ALSCO will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the ALSCO Mobile Phone APP.
On rare occasions, the hardware which hosts your ALSCO services may need maintenance or replacement. ALSCO will do everything possible to minimize any downtime in these situations per our SLA.
Occasional software updates will be required to address security or performance issues for some services. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
If a third party not associated with ALSCO initiates a "Denial of Service" or other form of disabling attack against your server or major portions of our network, ALSCO will do everything in its power to stop the attack, but cannot guarantee a resolution time unless DDoS Mitigation Service is purchased.
Force Majeure Events
Outages due to any force majeure event beyond the reasonable control of ALSCO, including, but not limited to cable cuts, storms, tornadoes, power surges, other acts of nature.
Outages where ALSCO is not the Last Mile Provider
In certain cases ALSCO may utilize the network of various network partners to provide your Dedicated Internet service. In such cases, your ALSCO service will be subject to the applicable Last Mile Provider’s SLA and not this SLA.