How does it Cover?
* Switch port connection to the internet will be up 100% (we dont guarantee areas of the internet will work!)
* Power to the server will be up 100% (not the power unit in server itself - see hardware below)
What about hardware?
* We will try to replace any hardware parts within 4 hours of notification. If we cannot do this, we will setup a new server of the same or higher spec
What about compensation?
* with reagrds to power and the network guarantee, we will calculate compensation as follows:
Monthly Service fee :/: (divided by) Total Available Minutes X (multiplied by) Period of Outage / delivery delay (in Minutes)
Other Details
* do not apply if Planned Maintenance is in place
* If the Customer is entitled to multiple credits under this SLA, such credits shall not exceed the total billing period revenue for any calendar month in any event
* do not cover Service Outage due to fault where the responsibility is due to Customer actions or omissions
* do not apply if the fault resolution is beyond our control ie due to Force Majeure
* Payment of Compensation will be in the form of Service Credits. Service Credits shall be deducted from the periodic fee due in respect of the period following the period in which Service Credit is awarded. The maximum amount of compensation a customer can claim in each Calendar Month relating to this SLA is fixed to 100% of the monthly fee. Said Compensation shall be the Customer’s sole and entire remedy for any outage arising under this agreement and the parties acknowledge and agree that such Service Credits represent a genuine pre-estimate of the losses incurred..