1.1 “Downtime” means that Your running instances have no external connectivity.
1.2 “Downtime Period” means, for a domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
1.3 “Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
1.4 “Scheduled Downtime” means those times where We notify You of periods of Downtime at least five days prior to the commencement of such Downtime. There will be no more than twelve hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this Performance Commitment, and will not be counted towards any Downtime Periods.
1.5 “Service” means the service provided by Us to You under the applicable Agreement.
1.6 “Service Credit” means the following:
2. YOU MUST REQUEST SERVICE CREDIT.
In order to receive any of the Service Credits described above, You must notify Us within thirty days from the time You becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Your right to receive a Service Credit.
3. MAXIMUM SERVICE CREDIT.
The aggregate maximum number of Service Credits to be issued by Us to You for any and all Downtime Periods that occur in a single calendar month shall not exceed fifteen days of Service added to the end of Your term for the Service. Service Credits may not be exchanged for, or converted to, monetary amounts.
4. PERFORMANCE COMMITMENT EXCLUSIONS.
The Performance Commitment does not apply to any service(s) that expressly exclude this Performance Commitment (as stated in the documentation for such services or as communicated by Us to You in writing) or any performance issues: (i) caused by factors outside of Our reasonable control; or (ii) that result from any actions or inactions of You or any third party; or (iii) that resulted from Your equipment or third party equipment, or both (not within Our primary control).
5. CHANGES TO SERVICE LEVEL AGREEMENT.
Any change to the terms and conditions of this SLA may only take effect in the next Term of Purchased Services and will have to be announced in writing to You at least thirty (30) days prior to the commencement of the new Term of Purchased Services.
Please contact us using the information below if you have any questions about our Service Level Agreement:
1016 EV Amsterdam