Service Level Agreement

Service Level Agreement (SLA)

1. Network Uptime
We guarantee no less than 99.9% network uptime per calendar month. Any unplanned outages exceeding 0.1% of the month will be credited one day of service for every 15 minutes of downtime beyond the 0.1% threshold.

2. Power Uptime
We guarantee no less than 99.9% power uptime per calendar month. Any outages exceeding 0.1% of the month will be credited one day of service for every 15 minutes of power loss beyond the 0.1% threshold.

3. Hardware Replacement
We strive to replace any failed hardware immediately. However, we guarantee that replacements will be completed within two hours of confirmed failure. In cases where the original hardware cannot be replaced promptly, a temporary system will be provisioned within eight hours until permanent replacement parts are delivered.
This guarantee does not cover data loss resulting from hardware failure. Clients are advised to maintain regular offsite backups to prevent data loss.

4. SLA Credit Requests
To qualify for SLA credit, the following criteria must be met:

• The request for credit must be submitted within 72 hours of the outage.
• The client account must be in good standing at the time of the request.
• The client must not have had outstanding balances exceeding three business days in the last two billing cycles.
• Servers disconnected due to nonpayment, abuse, or other policy violations at the time of the outage do not qualify for SLA credit.

5. Exclusions
The following events do not qualify for SLA credit:

• Outages due to scheduled maintenance for network or hardware upgrades.
• Outages caused by client misconfiguration of software or user error.
• Outages resulting from events beyond our reasonable control (Force Majeure), including but not limited to natural disasters, acts of war, terrorism, government actions, civil disturbances, or other extraordinary circumstances.