Service Level Agreement

Colo IP is fully committed to providing a reliable, high-quality network service to our customers.  As part of this commitment, Colo IP is pleased to offer eligible customers the following 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. 


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.