Service Level Agreement
This Hosting Service Level Agreement (“Agreement”) is a contract between the person or entity using the Company’s Services (“Customer”) and Connections, Solace Servers (“Company”) and applies to Customer’s use of the Company’s Services. Customer must read, agree with and accept all of the terms and conditions contained in this Agreement. Solace Servers can change this at any time.
SLA Coverage
Our SLA only applies to the following types of interruptions:1. Network - We guarantee 99.99% network availability to all applicable services. If at any time our service does not maintain this agreement for 10 consecutive minutes, the affected service will be covered by our SLA.
2. Panel - We guarantee 99% panel availability to all applicable services. If at any time our service does not maintain this agreement for 20 consecutive minutes, the affected service will be covered by our SLA. (Difference between panel downtime and network is when the server IP is pingable but you can't access the panel)
3. Hardware - We guarantee our physical machines will be able to supply service at all times for all applicable services. If at any time our machines are not able to maintain this agreement for 5 consecutive minutes, the affected service will be covered by our SLA.
4. Denial of Service Attack (DoS/DDoS) - We guarantee protection against all types of Denial of Service attacks. If we are unable to mitigate a denial of service attack within 5 minutes, the affected service will be covered by our SLA.
SLA Limitations
Our SLA does not apply under the following circumstances.1. Planned Maintenance - We announce all planned maintenance in advance via email or on our website.
2. Software error/failures - Software is not within the scope of our service. Therefore we do not cover errors, crashes or any service interruptions caused by software.
3. Interruptions caused by the client - We do not cover issues caused by the client such as installing third-party files/plugins and software or custom scripts.
4. Exceeding allocated resources - Interruptions due to the affected service using more resources than available are not covered.
5. Circumstances beyond our control - Force majeure or any act of the Government, weather, etc. which results in failure of service.
Non-Compliance Claims
In the event of non-compliance, the client will be compensated as per the terms below.- -For every twelve hours of downtime, client will receieve one extra day.
- -To receive service compensation, the client must create an SLA claim via support ticket from their client account.
- -SLA claims must be submitted within one week (seven days) of the outage.
- -All SLA claims will be investigated. The outcome of such claims will be decided at the sole discretion of Solace Servers.
- -Any SLA claims we deem to be fraudulent will be rejected.
- -Any SLA claims for scheduled downtime will be rejected.
- -We deserve the right to deny SLA claims if we believe the client has purposely attempted to cause a service disruption to claim against our SLA (e.g: if we believe the client was involved in initiating a denial of service attack/DDoS against their own service).
- -This SLA is only valid for direct clients of Solace Servers.