Cloud Clusters Inc. Service Level Agreement (SLA)
Cloud Clusters Inc. Service Level Agreement (SLA)
Network Uptime Service Level Agreement
We at Cloud Clusters Inc. make sure that our network has a 99.9% uptime and that's what we guarantee to our customers. Many possible situations are completely beyond the control of Cloud Clusters Inc. , and therefore are not in the scope of this Refund Policy. These situations include:
Scheduled Network Maintenance
- Occasional network maintenance will be required. Cloud Clusters Inc. will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
Hardware Maintenance
- On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Cloud Clusters Inc. will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Software Maintenance
- An important part of managing a dedicated server is keeping the software up to date. If a customer chooses to have Cloud Clusters Inc. to manage their server, occasional software updates will be required to address security or performance issues. Usually customers will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
Malicious Attacks
- If a third party not associated with Cloud Clusters Inc. initiates a "Denial of Service" or other form of disabling attack against a customer's Dedicated Server or major portions of our network, Cloud Clusters Inc. will do everything in its power to stop the attack, but cannot guarantee a resolution time.
Hardware Replacement Service Level Agreement
Cloud Clusters Inc. guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 4 hours of identifying the problem. In the event that this guarantee is not met, Cloud Clusters Inc. will issue a credit for ten times the actual amount of additional downtime. The amount of compensation may not exceed the customer's monthly recurring charge. This guarantee does not include the time it takes to perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.
In the event that Cloud Clusters Inc. does not meet this SLA, Dedicated Hosting clients will become eligible to request compensation for downtime. If Cloud Clusters Inc. is directly responsible for causing the downtime, the customer will receive a credit for 10 times ( 1,000% ) the actual amount of downtime. This means that if customers server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 10 hours of credit. If Cloud Clusters Inc. is not directly responsible for causing the downtime, the customer will not receive a credit for 10 times ( 1,000% ) the actual amount of downtime.
All requests for compensation must be received within 8 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge.