1. Monthly uptime targets
| Plan | Uptime target | Service-credit mechanism |
|---|---|---|
| Free | Best effort | No credits |
| Pro | 99.5% monthly | Best-effort credit at our discretion |
| Premium | 99.9% monthly | Credit table in section 3 |
2. Definitions
“Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus the number of minutes of Unscheduled Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
“Unscheduled Downtime” means a continuous period of one minute or more during which an authorised User cannot sign in to or operate the Service, as confirmed by both our internal monitoring (Azure Monitor) and an independent external check from at least two geographically distinct probes.
“Scheduled Maintenance” means a planned maintenance window announced at status.alsviorems.com at least 72 hours in advance. Scheduled Maintenance does not count toward Unscheduled Downtime.
3. Service credits (Premium)
| Monthly Uptime Percentage | Service credit |
|---|---|
| 99.9% or higher | None |
| ≥ 99.0% and < 99.9% | 5% of monthly fees |
| ≥ 95.0% and < 99.0% | 15% of monthly fees |
| ≥ 90.0% and < 95.0% | 30% of monthly fees |
| < 90.0% | 100% of monthly fees |
4. How to claim a credit
Service credits are issued only on request. To request a credit, email billing@alsviorglobal.com within 30 days of the end of the month in which the Unscheduled Downtime occurred, with: the Workspace name, the dates and times of the Unscheduled Downtime as observed from your side, and any independent monitoring evidence available. We will respond within 10 business days. Credits are applied to the next invoice or, if the subscription is ending, refunded to the payment method on file.
Service credits are the exclusive remedy for Unscheduled Downtime, save for the carve-outs in clause 17 of the Terms of Service.
5. Exclusions
The SLA does not apply to Unscheduled Downtime caused by:
- Scheduled Maintenance.
- Force majeure events as defined in clause 19 of the Terms of Service.
- Customer’s breach of the Terms of Service or AUP.
- Network failures upstream of our infrastructure where the Customer’s side cannot reach the wider Azure backbone.
- Beta or preview features.
- Failures of integrations or third-party identity providers configured by the Customer (Entra ID tenants, Google Workspace, etc.) outside our control.
6. Status page and incident communications
Live service status is published at status.alsviorems.com. Customers can subscribe to incident updates by email or RSS. For Sev-1 incidents we publish updates every 30 minutes until the incident is resolved and a post-mortem within 5 business days.