Service Level Agreement
Network & Power Uptime Service Level Agreement
CenterHop guarantees Network and Power Infrastructure up-time to be 99.9% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.9% of the time. Up-time is broken down into monthly increments. 99.9% up-time per month equates to up to 43 minutes of unplanned downtime per month. (http://en.wikipedia.org/wiki/Uptime). If in any given month we fail to meet this guarantee a CenterHop customer is eligible for a credit on their current hosting account.
Network & Power SLA Conditions
You must meet the below requirements in order to be eligible for an SLA credit:
- Your account must be in good standing
- You must submit a ticket through our helpdesk to the sales/billing department
- All requests must be submitted within 5 days of the reported downtime
- All requests must contain a ticket # of the service interruption
Network & Power SLA Credit Calculation
SLA Credit will be generated as follows based on your monthly renewal price:
| # | UPTIME GUARANTEE | SLA CREDIT |
|---|---|---|
| 1 | 99.9% | Guaranteed |
| 2 | 99.8% | 10% |
| 3 | 99.7% | 20% |
| 4 | 99.6% | 30% |
| 5 | 99.5% | 40% |
| 6 | 99.4% | 50% |
| 7 | 99.3% | 60% |
| 8 | 99.2% | 70% |
| 9 | 99.1% | 80% |
| 10 | 99% | 90% |
| 11 | Less than 99.0% | 100% |
Network & Power SLA Exclusions
Many possible situations are completely beyond the control of CenterHop, and therefore are not in the scope of this SLA. These situations include:
- Internal services such as MySQL, Apache, PHP, etc.
- Scheduled downtime or planned maintenance
- Customer-controlled downtime
- Interruption of service due to unpaid invoices, abuse notifications and violations of TOS
- ISP or local connection problems
- Acts of Force Majeure
How to Report a Problem
Submit a support ticket from your client account at this link