Service Level Agreement (SLA)
2. Scheduled Maintenance
3. SLA Credit Claim
4. SLA Exemptions
5. Network Availability Guarantee
6. Hardware Availability Guarantee
The Service Level Agreement (SLA) is included within the Master Service Agreement, and is applicable to all services delivered directly to Customers of ISP Compania S.A. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise.
From time to time, ISP Compania S.A. is required to perform scheduled maintenance on its website, hardware, and networks. Any downtime resulting from such scheduled maintenance does not qualify for SLA credit. Customers will be given advance notice of maintenance where possible.
Network Availability Guarantee
ISP Compania S.A. guarantees 99.99% uptime of all public network services to Customers located in our partner datacenters. All public network services include redundant carrier-grade Internet backbone connections. In the event that any of our networks do not experience 99.99% network uptime in a given month, ISP Compania S.A. will credit 2.5% of the Customer's monthly service fees for those servers affected, for each 60 minutes of network downtime experienced (up to 100% of the monthly service fees for those servers affected).
Hardware Availability Guarantee
ISP Compania S.A. guarantees the reasonable availability of CPU, RAM, disk, and network resources for VPS and shared web hosting clients. In the event that our hardware is overloaded or otherwise unable to accommodate the Customer, the lost time shall be considered like network unavailability as above, and the same terms will apply.
SLA Credit Claim
To claim credit provided under the SLA, Customers must open a Sales ticket, or email sales
, within seven days of the purported outage. The Customer must include his service type, IP Address, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department, and credit will be applied to the customer's account if necessary. SLA credits are issued in the form of account credits valued on future billing cycles, current due invoices, or new orders. SLA credits shall not be bartered or traded with other ISP Compania S.A. customers, and cannot be refunded or withdrawn. SLA claims will typically be processed within 72 hours of receipt, but may take up to 7 days for processing.
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the Acceptable Use Policy
. Customers violating the Acceptable Use Policy or Terms of Service in any other way will not be eligible for SLA claims, nor will they be considered by certain other provisions of this Master Service Agreement.
- This SLA will not apply to any software or services running inside the Customers's server, nor to the Customer's server directly; it applies only to downtime caused by instability of host systems and networks.
- This SLA will not apply in any situation where downtime is caused by, or could have been prevented by, the Customer.
- This SLA will not apply in circumstances where downtime has been caused by forces beyond the Company's control, for example carrier outages, natural disasters, and wide-scale incoming DDoS attacks.