Service Level Agreement (SLA)
Last updated: March 17, 2026. This document is a template for review with qualified legal counsel.
Scope
This page describes how Aliphplus approaches uptime, support response, and credits for eligible managed hosting or retained IT engagements. Binding service levels appear only in a signed SLA or managed services addendum—not on this marketing page alone.
Uptime objective
For covered managed infrastructure, we target high availability appropriate to the tier purchased. Exact percentage targets, measurement windows, and exclusions (maintenance, force majeure, client-caused issues, upstream provider outages) are defined per agreement.
Support response
Severity classifications (e.g., critical vs. general) and target response times are assigned based on your support plan. Critical production outages receive priority handling during covered hours.
Credits
Where an SLA includes service credits, they are typically applied as a percentage of monthly fees for the affected service, subject to claim procedures and caps stated in the contract.
How to engage an SLA
Request a consultation or quote to attach an SLA to your hosting, cloud, or retained support engagement. We will align targets with architecture, geography, and business impact.