Service Level Agreement (SLA) for Managed Support Clients
This SLA covers clients who have signup for our “Managed Support” package.
We guaranteed a 99.9% network time. If in any given month we fail to meet this guarantee a SSISG clients are eligible for an account credit, the following are excluded:
- Scheduled maintenance windows, announced 24 hours in advanced.
- Migrations scheduled 1 week in advanced and lasting up to 6 hours.
- Server shutdown due to account suspension.
- Factors outside our control, such as force major events, failure of our upstream providers or your ISP.
- Software running within your virtual servers.
- Actions of third parties, such as server compromises, denial of service attacks and viruses.
- Violations of our AUP.
- User activity errors.
- An account is not in good standing.
- Internal services such as MySQL, Apache, PHP, ect.
- Acts of Force Majeure
The following requirements must be meet to receive SLA credit:
- A ticket must be submitted to billing.
- Request must be made within 24 hours of downtime.
- Your account must be in good standing.
- Request must contain a ticket number
SLA credit will be based on your monthly renewal price:
Uptime Guarantee SLA Credit
99.9% Guaranteed
99.8% 10%
99.7% 20%
99.6% 30%
99.5% 40%
99.4% 50%
99.3% 60%
99.2% 70%
99.1% 80%
99.0% 90%
>99.0% 100%
SSISG reserves the right to change this agreement at any time.