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Network & Power Up-time Service Level Agreement

CloudAccess.net guarantees Network and Power Infrastructure up-time to be 99.9% per month. This guarantee assures that all major routing devices within our network are reachable from the global Internet 99.9% of the time.  Up-time is broken down into monthly increments.  99.9% up-time per month equates to up to 43 minutes of unplanned downtime per month. (http://en.wikipedia.org/wiki/Uptime).

Network & Power SLA Exclusions

Many possible situations are completely beyond the control of CloudAccess.net, and therefore are not in the scope of this SLA. These situations include:

  • Scheduled Network or Power System Maintenance - Occasionally network or power system maintenance will be required. CloudAccess.net will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
  • Hardware Maintenance - On rare occasions, the hardware that hosts your Joomla! website may need maintenance or replacement. CloudAccess.net will do everything possible to minimize any downtime in these situations per our SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
  • Software Maintenance - An important part of managing a Joomla! site is keeping the software up to date. If you choose to have CloudAccess.net, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
  • Malicious Attacks - If a third party not associated with CloudAccess.net initiates a "Denial of Service" or other form of disabling attack against our Joomla! clusters or major portions of our network, CloudAccess.net will do everything in its power to stop the attack, but cannot guarantee a resolution time.
  • Joomla! Software Updates - The Joomla! default install will be configured for automatic updates. On occasion, one of these automatic updates could adversely affect all or part of your Joomla! site. If that is the case, we will reverse you back to the last known working version.   We are not responsible for 3rd party software applications that do not work with the most current version of Joomla!.
  • Joomla! Core Files - Site owners that request ownership of core files that we have locked to protect the application will be converted non-updated accounts. Non-updated accounts also fall outside of our standard support. We will not be responsible for accounts that are not kept in our automated update process or sites that are protected.
  • 3rd party Software Related Problems - Problems related to 3rd party software causing a conflict with core Joomla! or other parts of your site are not related to the network. Therefore, we will not be held accountable for up-time on bad or conflicting code. (For example: plug-ins, 3rd party components, modules, Java Script conflicts, templates, CSS)

Network & Power SLA Remedy

In the event that CloudAccess.net does not meet this SLA, CloudAccess.net clients will become eligible to request compensation for downtime. A customer is limited  receive 1 day of credit for each 1 hour of downtime past the allotted monthly downtime. Credit time is always rounded to the next highest number. This means that if your Joomla! site is unreachable for more than 1 minute past the 99.9% monthly up-time guarantee you can request a credit to your account.

Monthly service fee / Number of days in the month= Daily service fee
Example: $19.95 a month / 30 days = $0.67 a day

Daily service fee x Number of hours down over allotted 43 minutes per month = Credit to account
Example: $0.67 x 3 hours = $2.01 credit

CloudAccess.net is not responsible for loss of any of your business during or from an outage. 

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of CloudAccess.net Terms of Service or if the account is in default of payment.

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