Service Level Agreement

SLA Terms and Conditions

• HOSTNOC offers Service Level credits can be utilized in future billing cycles only.
• Service Level credits are not transferrable and cannot be exchanged for currency of any kind.
• Service Level credit is calculated from the time a ticket is opened to the time the issue is resolved.
• Any customer account not in good standing on payments is not eligible for Service Level credit.
• Any customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for Service Level credits.
• Any Customer server disconnected due to violation of the AUP/TOS is not eligible for Service Level credit.
• Any customer making false Service Level credit claims may be charged a $50 administrative fee per offense.
• All SLA claims must be made within seven days of the network downtime.
• Service Level credits may take up to 15 days to authorize, process, and deposited to the customer’s account.
• Service Level credits may not exceed the full monthly amount of the server they are being applied to.
• Service Level credit claims can only be made by an authorized user on the account.
• All other unauthorized claims will not be entertained.
• Service Level credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
• In no way does the HOSTNOC SLA include software of any sort. Operating system reloads do not qualify in any way for an Service Level credit.
• Any failure outside of the HOSTNOC network itself, including bandwidth carrier outages, are not eligible for Service Level credit.
• Scheduled maintenance of the HOSTNOC network is not eligible for any form of Service Level credit.
• Natural disasters of any kind, fiber cuts, or any other calamities outside HOSTNOC’s control are not eligible for Service Level credit.

*HOSTNOC reserves the right to change or revise the SLA without notice.