Service Level Agreement

 

99.9% Network Uptime

OSCMSS guarantees 99.9% network availability for our public Internet network. In the event that our network does not experience 99.9% network uptime in any given month, we will refund 5% of the customer's monthly service fees for those servers affected for each hour of network downtime experienced up to 100% of the monthly service fees for those servers affected.

Terms

All SLA claims must be filed by opening a support ticket within 5 days of the incident. The support ticket must include all relevant information, including server name, IP address, full description of the incident, and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 100% network uptime guarantee does not apply to any software or services running on a client's server and/or account, nor to any hardware within a client's server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities, thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.