Service Level Agreement
Home / Service Level Agreement
As per this Service Level Agreement (from here on referred to as “SLA”), HOSTNOC guarantees a 99.9% monthly network uptime, power and cooling availability to our dedicated servers. Terms and conditions apply. HOSTNOC 99.9% Network Uptime SLA consists of following four parts:
- Global Internet Connectivity – Connectivity from HOSTNOC to the outside internet.
- Private Network Connectivity – Connectivity between privately routed network within HOSTNOC.
- Cooling – Proper cooling of the servers in the datacenters.
- Power – This includes the power which powers the servers in the datacenters.
Network Service Level Credit Chart
| NETWORK / POWER / COOLING UPTIME | NETWORK / POWER / COOLING UPTIME |
|---|---|
| 99.999% and above | 0% |
| 99.0 – 99.999% | 25% |
| 98.0% – 99.0% | 50% |
| 97.0% – 98.0% | 75% |
| 97.0% and below | 100% |
SLA Terms and Conditions
- HOSTNOC offers Service Level credits can be utilized in future billing cycles only.
- Service Level credits are not transferrable and cannot be exchanged for currency of any kind.
- Service Level credit is calculated from the time a ticket is opened to the time the issue is resolved.
- Any customer account not in good standing on payments is not eligible for Service Level credit.
- Any customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for Service Level credits.
- Any Customer server disconnected due to violation of the AUP/TOS is not eligible for Service Level credit.
- Any customer making false Service Level credit claims may be charged a $50 administrative fee per offense.
- All SLA claims must be made within seven days of the network downtime.
- Service Level credits may take up to 15 days to authorize, process, and deposited to the customer’s account.
- Service Level credits may not exceed the full monthly amount of the server they are being applied to.
- Service Level credit claims can only be made by an authorized user on the account.
- All other unauthorized claims will not be entertained.
- Service Level credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
- In no way does the HOSTNOC SLA include software of any sort. Operating system reloads do not qualify in any way for an Service Level credit.
- Any failure outside of the HOSTNOC network itself, including bandwidth carrier outages, are not eligible for Service Level credit.
- Scheduled maintenance of the HOSTNOC network is not eligible for any form of Service Level credit.
- Natural disasters of any kind, fiber cuts, or any other calamities outside HOSTNOC’s control are not eligible for Service Level credit.
*HOSTNOC reserves the right to change or revise the SLA without notice.
