Service Level Agreement

Support Guarantee

We are committed to delivering outstanding customer support. As part of our Support Guarantee, we pledge to:

• Respond to all support tickets within 12 hours.

Service Level Guarantee

Our Service Level Guarantee ensures the high availability and reliability of our network and power infrastructure, designed to maintain optimal performance and uptime.

• Network Availability: 99.99% uptime, supported by redundant paths and equipment.
• Power Availability: 99.999% uptime, backed by multiple failovers, including UPS systems, diesel generators, and STS transfer switches.
• Downtime Coverage: We take full responsibility for downtime caused by us.

Exclusions

Our uptime guarantee does not cover:

• Scheduled or emergency maintenance.
• DDoS attacks or other malicious activities.
• Force majeure events (e.g., natural disasters).
• Hardware failures specific to your server.

Compensation Policy

We are confident in our infrastructure's reliability. However, if we fail to meet our uptime guarantees, we offer account credits as compensation:

1. Credit for Downtime: For every hour of downtime caused by us, you will receive one day of credit for your server.
2. Claim Limit: Credit can be claimed up to the total amount of your monthly server bill.

Claim Process

To make a claim, please follow these steps:

• Submit your claim within 15 days of the outage.
• Provide evidence of the outage, including:
• Date of the outage.
• Start and end times.
• A support ticket submitted through your customer portal.
• Failure to submit a ticket or provide sufficient evidence will result in the claim being denied.