Every Dedicated and Co-located Server customer benefits from the following SLA guidelines.
Data Transmission SLA details including latency:
- 99.9% SLA Uptime
- < or = 40ms European latency
- < or = 130ms USA latency
- < 0.01% packet loss
As mentioned, our SLA base level is 99.9% uptime. Should the network fall below this level for any reason other than planned maintenance or network attacks, you will be entitled to an SLA Claim:
Should the network fall below the Uptime SLA set out below, WE will offer the following credits:
- 99.81 to 99.9% = 5% monthly credit of the server affected
- 95% to 99.8% = 10% monthly credit of the server affected
- 90% to 94.9% = 25% credit of the server affected
- 89.9% or below = 40% credit of the server affected
iSCSI Storage Service Level Agreement is 100% Uptime but applies only to YOU if YOU opt for 2-way replication. If the service fails at any time we will refund you 100% of that month's fees in respect of the iSCSI Service only. Customers with standard 1-way replication do not receive a SLA.
SLA Uptime is monitored on rolling monthly periods.
YOU need to claim witin 15 days of the failure. YOUR claim must be made by submitting a ticket thorugh the customer portal to our billing department, and the ticket must clearly show evidence of outage, date of outage, start time and end time. If a ticket has not been raised informing us about an outage, we are unable to process YOUR claim.