Service Level Agreement
Guarantees:
Network Uptime: Colo IP’s Network Availability is guaranteed to be
99.99%. If for any reason shall we fall below our guarantee, Customer shall
be eligible to receive a credit for such month under the discretion of Colo
IP.
Packet Delivery Guarantee: Colo IP’s Network has an average
monthly Packet Loss no greater than 0.1% (or successful delivery of at least
99.9% of packets.) “Packet Loss” is defined as the percentage of packets
that are dropped within Colo IP’s network. It is measured by comparing
packet counts transmitted and received between router pairs on Colo IP’s
network. After being notified of packet loss that exceeds 0.1%, Colo IP
will correct the problem as well as find out the source of where it
originated on Colo IP’s network.
Hosting Guarantee: Colo IP's web hosting customers are guaranteed 99.9% uptime on web hosting and DNS services. Colo IP does not provide any SLA regarding free add-on services or accounts. Please note that E-mail is considered a free add-on. Customer shall be eligible to receive a credit for such month under the discretion of Colo IP.
Credits: Customer will be entitled to Credits determined by
Colo IP. This non-compliance credit structure is based on monthly billing
calculations. Customer shall not receive a Percentage Credit for more than
six (6) months in any 12-month period. Customer will be notified via email
upon resolution of the request. If rejected, the notification will specify
the basis for rejection. If approved, Colo IP will issue Credits to
Customer’s account. This credit will be issued towards the following
month’s invoice, unless prepaid one (1) year in advance. If prepaid, client
will get Credits as a cash refund. In order to obtain said Credits,
Customer’s account must be current and in good standing with Colo IP.
Definitions:
Force Majeure: means acts beyond reasonable control of Colo
IP, including, but not limited to, acts of God, fire, explosion, atmospheric
conditions such as rain fade, cable cut, governmental action, technological
impracticability, national emergencies, war, riot, insurrection, terrorism,
vandalism, or labor difficulties such as work stoppages, strikes, lockouts,
or inability of Colo IP to secure materials necessary to provide services.
Colo IP’s Network: Means the telecommunications network
owned and operated by Colo IP, and other means owned or operated by Colo
IP. Also includes other on net locations in all of Colo IP’s facilities.
Scheduled Maintenance: shall mean any maintenance performed
by Colo IP or third parties to which Customer is connected to during the
time window 1:00AM to 6:00AM (location local time). Customers will be
notified via email two (2) days in advance of any scheduled maintenance.