Service Level Agreement
Terms and Conditions of SLA
Should network services be unavailable, you must submit a support ticket to our support department and provide the required details of the incident.
A valid SLA claim will result in the appropriate amount of credit being issued toward your upcoming invoice, as calculated above.
“Uptime” (or Availability) is defined as the network services being up and available and not extending to any specific software or services unless stated otherwise.
Scheduled maintenance does not count as Down Time.