SLA

1. Scope and Purpose

This Service Level Agreement (SLA) applies to all USB-Based Server Hosting and related services provided by Onlive Infotech to customers whose accounts are active and in good standing with no outstanding or overdue payments.

This SLA outlines the expected service quality, performance benchmarks, support response commitments, and remedies available to customers if these service standards are not met.

2. Service Commitments

Uptime Guarantee

Onlive Infotech guarantees a minimum 99.9% service uptime per calendar month for USB-based server hosting services.

Depending on the selected plan or service configuration, uptime guarantees may extend up to 99.95% or 99.99%.

Support Response Time

We are committed to responding to customer support requests within 1 hour, either during business hours or 24×7, based on the customer’s selected hosting plan.

Our technical support team will begin investigating and resolving the reported issue as soon as the initial response is provided.

Hardware Replacement / Failover

For USB-based servers and managed hosting services, in the event of hardware failure, Onlive Infotech commits to replacing or restoring faulty components within 4 to 24 hours, depending on the service plan, hardware availability, and system configuration.

Where applicable, failover or backup mechanisms may be utilized to minimize service disruption.

3. Remedies / Service Credits

If Onlive Infotech fails to meet the guaranteed uptime or committed support response times, customers may be eligible for a service credit as compensation.

Service credits are calculated as a percentage of the affected service’s monthly billing amount.

The maximum service credit shall not exceed the amount paid for the affected service period.

4. Exceptions (What Is Not Covered)

Service credits will not be issued for downtime or service interruptions caused by:

Scheduled maintenance or planned system upgrades
Force majeure events, including natural disasters, war, pandemics, or government actions
Failures caused by third-party software, customer-installed applications, DDoS attacks, or malware
Client misconfiguration, misuse, negligence, or violation of our Terms of Service or Acceptable Use Policy
DNS propagation delays or external network issues beyond Onlive Infotech’s control

5. Requesting Service Credits

To request a service credit, customers must:

Submit a support ticket or email request including:
- Account ID
- USB server or domain name
- Date and time of the incident
- A brief description of the issue
Requests must be submitted within 30 days of the incident
Approved service credits will be applied to the next billing cycle and are non-refundable and non-transferable