vServer Center Service Level Agreement

vServer Center SLA Availability Guarantee Scope:

vServer Center’s Service Level Agreement provides the customer with a guarantee on its IP Network connectivity, Facility power, Server Hardware, and Storage system. It insures that IP network, facility power, server hardware, and storage system are available 100% of the time.

Scheduled Maintenance Scope: Scheduled Maintenance shall mean any maintenance at the vServer Center data center at which Customer’s cloud server is located (a) of which Customer is notified 24 hours in advance, or (b) that is performed during a standard maintenance window from Midnight to 5 AM (US Central Standard Time) at a vServer Center data center which Customer’s cloud server is located. Notice of Scheduled Maintenance will be provided to Customer’s designated point of contact by a method elected by vServer Center (trouble ticket system, telephone, email, or fax).
SLA credits request Process: Customer shall submit the SLA credit request at https://clients.vservercenter.com within 12 hours of the outage. A ticket number will be issue to the customer. SLA unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) Customer’s applications or equipment, (b) acts or omissions of Customer, or any use or user of the service authorized by Customer or (c) reasons of Force Majeure (as defined in the Master Service Agreement).
SLA Availability Guarantee Remedy: For each cumulative hour of SLA Unavailability in any calendar month, at Customer’s request Customer’s account shall be credited for the pro-rated charges for one day of the related vServer Center Monthly Service Fee for the service with respect to which SLA Availability Guarantee has not been met. In any calendar month, customer’s aggregated credits may not exceed one month’s service charge for the covered service.