Purpose of this statement
This statement describes what AlphaHost customers can reasonably expect regarding platform availability, maintenance, and support. It's a statement of our operating standards, not a penalty-bearing contractual guarantee.
Availability objective
AlphaHost is built on a resilient, scalable architecture designed for high availability, and we work to keep the platform accessible around the clock. As with any online service, brief interruptions can occur, whether during planned maintenance, an upstream provider issue, or an unforeseen incident, and we work to minimize both their frequency and duration.
Planned maintenance
Where possible, planned maintenance that could affect availability is scheduled during low-traffic periods and communicated in advance. During a maintenance window, the platform may show a maintenance notice rather than being fully unavailable, and staff accounts retain access to support affected customers during that time.
Incident response
When an issue affecting the platform is identified, whether reported by a customer or detected by our own monitoring, we prioritize restoring service, then follow up on the underlying cause. Server errors are logged and reviewed; you don't need to report every individual error for us to be aware of it, though a report with specifics (what you were doing, when) always helps us investigate faster.
Support expectations
Support requests submitted via Contact & Support are reviewed during our published support hours; see that page for current hours and contact details. We aim to acknowledge every request promptly and resolve straightforward issues quickly. Complex billing or payment investigations may take longer, and we'll keep you updated on progress rather than leave a request unanswered.
Communication during outages
For an outage affecting many customers at once, we'll aim to communicate what's known, what we're doing about it, and when to expect an update, rather than leaving customers to guess. For issues affecting only your own account, contact us directly and we'll investigate.
What this statement doesn't cover
This statement describes our operating approach and targets. It is not a service-credit or penalty-based SLA. If your organization requires a formal contractual SLA with specific uptime commitments, contact us to discuss it directly.