Service Level Agreement
Whilst we use our reasonable endeavours to ensure service availability to you at all times, we shall not in any event be liable for interruption of service or 'downtime' caused by reasons beyond our control. This includes but is not limited to natural disasters, planned server maintenance, hardware failure, mass-network disruptions including Dos/DDoS attacks, or issues affecting a segment of the Datacenter facility.
In addition, we will not be hald liable for downtime caused by breach of our TOS/AUP and over usage of your bandwidth quota.
The Uptime Guarantee
Realistically we strive to provide 99.9% or greater network availability to your Virtual Server. Since the management of the VPS is upto you, our SLA is simply based on the percentage of network availability. This figure refers to the uptime in 1 full calendar month.
What compensation do I receive?
Should we fail to meet this figure, customers are eligible to have their account credited, based on the percentage of downtime. Credits are given out on a case-per-case basis, just open a ticket with Billing. This credit will be applied to your billing account, and can be used against your next invoice.
99.89% - 99.5% Uptime = 5% credit
99.4 - 98% Uptime = 15% Credit
Less than 98% Uptime = Full month's credit
How can I claim my compensation under the SLA?
Credits under our Service Level Agreement are available on a case-per-case basis. You must submit a ticket to Billing within 10 days of the Date/Time you believe your service was affected by prolonged downtime.
