To properly claim SLA credit that is due the owner of the account must open an SLA ticket located in our support area within seven days of the purported outage. You must include the service type, primary domain, contact information, and a full description of the service interruption including logs if applicable. The SLA claim will be researched by the billing department and credit will be issued accordingly. SLA credits are issued as service credits on the next billing cycle. Please allow up to seven (7) days for processing of the SLA claims.
Effective Approx Availability
Outage Time Frame
Less than 9 minutes
10 – 59 minutes
1 – 2 hours
2 – 4 hours
4 – 7 hours
The uptime guarantee only applies to network and instance availability during normal operation. The uptime guarantee does not apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non-"host node" outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does not apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time critical patch/update must be applied as long as the outage/packetloss does not exceed ten (10) minutes.
Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.
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