Service Level Agreements (SLA)

99.99% Uptime SLA

AcuGIS provides a guarantee that, should the availability of our network be less than 99.99% for any given month, AcuGIS will credit 5.0% of your monthly hosting fees for each 45 minute interval the service is unavailable up to 100% of your monthly hosting fees.

Terms and Conditions of Service Level Agreement

  • Should network services be unavailable, you must submit a support ticket to our billing department and provide the required details of the incident.
  • A valid SLA claim will result in the approproiate amount of credit, as calculated above, being issued towards your upcoming invoice.
  • "Uptime" (or Availability) is defined as the network services being up and available and does not extend to any specific software or services unless stated othewise.
  • The above "Uptime" is inclusive of any scheduled maintenance (i.e. scheduled maintenance does not count as "downtime")
  • The above SLA applies to shared hosting only. Dedicated or Custom hosting Service Level Agreements are determined prior to purchase and a copy of this agreement will be presented to the client.

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Last updated 7/17/2017

 

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