SERVICE LEVEL AGREEMENT
ByteNAP Networks Private Limited or ByteNAP Networks LLC guarantees a 99.9% monthly network and power uptime as per this Service Level Agreement (SLA). Please note that terms and conditions apply. ByteNAP Cloud’s 99.9% Network Uptime SLA consists of four parts:
Global Internet Connectivity: This includes connectivity from the ByteNAP Cloud network to the outside internet.
Private Network Connectivity: This includes connectivity between the privately routed network within ByteNAP Cloud.
Power: This includes the power that powers the servers in the datacenter.
Client Control Panel: This includes the accessibility of the client control panel. Please note that this SLA does not guarantee the functionality of the client control panel.
Hardware SLA
Faulty Hardware: This includes any hardware that fails in whole or in part. Please note that the 4-hour SLA is applicable only after the problem has been confirmed to be faulty hardware. For every 4 hours of downtime caused due to hardware failure, you will receive 1 day of credit. This credit policy applies only to hardware-related failures.
Terms and Conditions
Direct Clients Only: ByteNAP Cloud extends this SLA to its direct clients only. ByteNAP Cloud is not liable for downtime caused by a reseller of its services.
SLA Credits: ByteNAP Cloud offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable and may not be exchanged for currency of any kind.
Credit Calculation: SLA credit is calculated from the time a ticket is opened regarding the issue to the time the issue is resolved.
Account Standing: Any customer account not in good standing on payments is not eligible for SLA credit. Additionally, accounts that have been out of good standing on payments three times or more within 12 months prior to the outage are not eligible for SLA credits.
AUP/TOS Violations: Any customer server disconnected due to a violation of the Acceptable Use Policy (AUP) or Terms of Service (TOS) is not eligible for SLA credit.
Claim Process: All SLA claims must be made with the sales department and will be issued as account credits. Claims must be made within seven days of the network or power downtime. SLA credits may take up to 15 days to authorize, process, and post to the customer account.
Credit Limits: SLA credits may not exceed the full monthly amount of the server they are being applied to. SLA credits cannot be stacked; for example, claiming SLA credit on both uplink downtime and power downtime during the same incident is not allowed.
Authorized Claims: SLA credit claims can only be made by an authorized user on the account. All other unauthorized claims will be denied.
Exclusions: In no way does the ByteNAP Cloud SLA include software of any sort. Operating system reloads do not qualify for SLA credits.
Network and Power SLA
If your service experiences power or network downtime, we’ll make it right. For every 15 minutes of downtime, you’ll receive a full day of credit to your account. This policy ensures that you’re compensated fairly for any interruptions in our service.
Exclusions and Conditions for SLA Credits
- Customer Software Management: Any management of customer software by ByteNAP Cloud is not covered under our SLA.
- Faulty Hardware: SLA credits for faulty hardware are only applicable if the issue is diagnosed by a ByteNAP Cloud technician as hardware-related and only after 4 hours of confirmation.
- External Failures: Failures occurring outside the ByteNAP Cloud network, such as bandwidth carrier outages, do not qualify for SLA credits.
- Scheduled Maintenance: Planned maintenance for the ByteNAP Cloud network is not eligible for SLA credits.
- Acts of God: Events beyond our control, like natural disasters or severe weather, are not eligible for SLA credits.
- Policy Changes: Our SLA terms are subject to change or revision at any time without prior notice.