Service Level Agreement

1. Commitment

Arcvale Cloud guarantees 99.99% monthly network and infrastructure availability for all dedicated server and cloud VPS Services. This Service Level Agreement (“SLA”) forms part of our Terms of Service.

2. Definitions

• Downtime – a period of more than 5 consecutive minutes during which your Service is unreachable from the public internet due to a failure of our network, power or host infrastructure.
• Monthly availability – (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100.
• Hardware replacement – for dedicated servers, replacement of failed components is completed within 2 hours of the failure being confirmed.

3. Service credits

If monthly availability falls below the commitment, you are eligible for the following credits, calculated on the monthly fee of the affected Service:

• 99.99% – 99.90%: 10% credit
• 99.89% – 99.50%: 25% credit
• 99.49% – 99.00%: 50% credit
• Below 99.00%: 100% credit

Credits are capped at 100% of the monthly fee for the affected Service.

4. Exclusions

• Scheduled maintenance announced at least 48 hours in advance (limited to 4 hours per month).
• Emergency security maintenance required to protect the platform.
• Issues caused by Customer software, configuration, or actions, including operating system faults.
• Suspension due to non-payment or violation of the Acceptable Use Policy.
• Force majeure events and failures of third-party networks outside our control.

5. Claiming credits

To claim a credit, open a support ticket or email support@apptestexchange.com within 30 days of the incident, including the affected Service and approximate times. Approved credits are applied to your next invoice and are not redeemable for cash.

6. Support response targets

• Critical (Service down): first response within 15 minutes, 24/7.
• High (Service degraded): first response within 1 hour, 24/7.
• Normal (general questions): first response within 4 hours.