SLA Service level agreement
Network Availability Guarantee Scope: Our Network Availability Guarantee is to have the Internet backbone connectivity provided to customers' server available 100% of the time.
Scheduled Maintenance Scope: Scheduled Maintenance shall mean any maintenance at the data center at which Customer's server is located (a) of which Customer is notified 24 hours in advance, or (b) that is performed during a standard maintenance window on Saturdays and Sundays from 10 PM to 2 AM local time of the data center at which Customer's server is located. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by email or notice shown on our support desk.
Network Availability Guarantee Process: Customer shall submit the SLA credit request to customer service within 12 hours of the outage. A ticket number will be issue to the customer. Network unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement).
Network Availability Guarantee Remedy: For each cumulative hour of Network Unavailability in any calendar month, at Customer's request Customer's account shall be credited for the pro-rated charges for one day of the Monthly Connection Fee for the service with respect to which a Network Availability Guarantee has not been met. In any calendar month, customer's aggregated credits may not exceed one month's connection charge for the covered service.