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Service Level Agreement

Service Level Agreement

All our services are covered under the following Service Level Agreement. In order to receive SLA credits, you must file a ticket within 7 days of the reported outage and provide details, including any logs, if available. The billing department will then verify the claim and issue credits against your next invoice. Please allow up to 14 days for the credits to be applied to your account.

Guaranteed Uptime: 99.9% SLA
If uptime is less than 99.9% during any FULL month, we will issue credits as per following table:

99.8%10% Refund of hosting fee for that month
99.7% 20% Refund of hosting fee for that month
99.6% 30% Refund of hosting fee for that month
99.5% 40% Refund of hosting fee for that month
99.4% 50% Refund of hosting fee for that month
99.3% 60% Refund of hosting fee for that month
99.2% 70% Refund of hosting fee for that month
99.1% 90% Refund of hosting fee for that month
99% or less 100% Refund of hosting fee for that month

 

Please note: The SLA does NOT cover downtime caused by any scheduled or emergency maintenance operations.

 

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