Service Level Agreement

Network Uptime is the total time in a calendar month that the network is available through the Internet, provided that Client has established connectivity. takes responsibility of availability within our network, however, we cannot be held liable for upstream problems, outside of our network. Our guarantee is that our Network will be available to clients free of Network Outages rendering 100% packet loss 99.99% of each calendar month.

Network Outages or Unscheduled downtime is described as any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services as described in the section above. A Network Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem in’s Network as confirmed by Network Operations. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.

Scheduled Downtime is any scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via the client support center or e-mail.

SLA Network Violation Credit occurs when our network uptime guarantee is not met. will refund the customer 10% of the monthly fee for each hour of downtime (up to 100% of your monthly service charge) for network downtime. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a performance credit, you must log a request within 5 days of reported violation through your client support center or by e-mailing