Services based in our Enterprise datacenters are covered by our SLA. This SLA provides your sole and exclusive remedies for issues related to delivery of affected Services. We agree to provide the remedies and credits set out in the SLA, and you agree to look to it only for covered issues.
Our Premium Network is designed with built-in redundancy at every level to avoid disruption to our service in the event of a failure of any element, or even more than one element. We can therefore provide you a guarantee that your service will operate without interruption due to any factor under our control for at least 99.99% of the time, and that should such an interruption occur, we will credit you the full amount due to you in accordance with the table below.
In the event that the services you have purchased do not function in accordance with their Service Description due to a fault in our network, data center HVAC, or power supply provision your account will be credited as set out below.
Our SLA does not apply to Services on our Value/Standard datacenters.
To claim a credit, the customer must claim within 5 days of the outage in order to be eligible. The customer must pay all open invoices even with an outage claim outstanding. Account credits will not be given to the customer until they have followed the instructions below in regards to claiming your credit.