Service Level Agreement (SLA) – AlexHost

At AlexHost, we are committed to delivering high-performance, reliable, and transparent hosting services to our clients worldwide. This Service Level Agreement (SLA) outlines the core support policies, uptime guarantees, and operational standards you can expect when working with us.

1. Response Time Commitments

We understand the importance of timely communication, especially when your business relies on uninterrupted hosting services. Our support team is available 24/7 through the following channels:

• Live Chat
• Support Ticket System 
• FAQ 
• Blog with regularly updated technical insights and tutorials

Initial Response Time:
We guarantee a first response within 30 minutes for all submitted support tickets. Our live chat provides real-time assistance, and urgent issues are escalated immediately to ensure swift resolution.

2. Uptime Guarantee

AlexHost guarantees a 99.99% server uptime, backed by our proprietary data center infrastructure and carefully selected international network partners.

How we ensure this:

• Privately owned Tier III data center with redundant power and network infrastructure
• Real-time monitoring of all critical systems
• Scheduled maintenance windows are announced in advance and performed during off-peak hours to minimize service disruption
• Rigorous partner vetting for newly added locations ensures that all servers meet our high standards for stability and performance

We take uptime seriously. In the rare event of downtime exceeding SLA thresholds, compensation may be applied as outlined in our service credit policy.

3. Backup Policy

Client data protection is a top priority. AlexHost has a clear and structured Backup Policy, outlined in detail in our FAQ section. Highlights include:

• Automated backups at regular intervals (frequency depends on service type)
• Redundant storage systems in geographically separate locations
• Client-accessible backup tools via the control panel (where applicable)
• Data recovery assistance in case of accidental loss or system failure

We strongly encourage clients to maintain local backups as part of their own risk management practices.

4. Network Transparency

We believe in full visibility into our network and performance. That’s why we provide an open-access Looking Glass tool at:

? https://lg.alexhost.com/

This allows clients and partners to:

• Run network diagnostics (ping, traceroute, BGP routes)
• Verify latency and routing from different global locations
• Monitor current network status

5. Additional Commitments

We continuously benchmark ourselves against leading industry standards and adopt the best practices from top-tier providers. Here are additional measures we take to ensure client satisfaction:

• DDoS Protection: Enterprise-grade anti-DDoS systems are active by default on all servers.
• Hardware Replacement Guarantee: In the event of hardware failure, we commit to replacements within 2 hours or less.
• Security Updates: Regular updates and patches applied to core systems to ensure infrastructure security.
• Fair Use Policy: All services are subject to fair use to protect overall platform stability.

6. SLA Exclusions

This SLA does not apply in the following situations:

• Issues caused by client-side misconfiguration
• Scheduled maintenance with prior notification
• Force majeure events beyond our control (e.g., natural disasters, internet-wide outages)
• Violations of the Terms of Service or Acceptable Use Policy

7. Service Credits

If uptime or support response metrics fall below SLA standards, clients may request service credits. These are evaluated case-by-case based on logs, downtime periods, and severity.

8. Contact & Escalation

For urgent matters or escalation beyond the support team, please contact:

? support@alexhost.com
? info@alexhost.com
? https://alexhost.com
? https://alexhost.com/report-abuse/

This SLA is subject to change with prior notice. Please refer to the latest version published on our website for up-to-date terms.

Revised 02/06/2025