LogoAlphaCore Network Hongkong Limited

Service Commitment

Service Level Agreement (SLA)

Last updated: May 2026

SLA Scope

This SLA summary applies to AlphaCore Network Hongkong Limited's network interconnection, cloud computing, AI Compute, GPU rental, and NaaS services. Specific SLA terms are subject to individual service contracts.

Availability Targets

Service Type
Availability Target
Network Interconnect (Standard)
99.9%
Network Interconnect (Advanced)
99.95%+
Cloud Computing
99.9%
AI Compute / GPU
99.5% – 99.9%
NaaS
99.9%

Support Response Times

Priority
Description
Response Time
P1 Critical
Complete service outage
≤ 30 min
P2 High
Severe impact, not down
≤ 2 hours
P3 Medium
Partial function affected
≤ 4 hours
P4 Low
General inquiries
≤ 1 business day

Maintenance & Notifications

Planned maintenance is typically scheduled during off-peak hours with advance customer notification. Emergency maintenance will be notified as early as possible. Service interruptions during maintenance are excluded from SLA availability calculations.

Service Credits

If agreed availability targets are not met, customers may apply for service credits per contract terms. Specific credit ratios and application processes are defined in individual service contracts.

Exclusions

The following are excluded from SLA availability calculations:

  • Planned maintenance
  • Customer-side equipment or network issues
  • Force majeure events
  • Third-party service interruptions
  • Customer violations of acceptable use policy

Disclaimer

This page is an SLA summary for reference only. Specific terms are subject to formal contracts. For questions, contact your account manager or [email protected].