Cloud Service Level Guarantee
Atlantic.Net offers an Industry Leading Cloud Service Level Guarantee.
Network Uptime – 100% Guaranteed
Atlantic.Net guarantees the network will be available 100% of the time in a given month—excluding scheduled maintenance. We will refund 5% of the monthly fee for each additional 30 minutes of downtime (up to 100% of customer’s monthly fee for the specific Cloud Server affected). Network uptime includes functioning of all network infrastructure such as routers, switches, and cabling, but does not include software and services running on your Cloud Server. Network downtime exists when your Cloud Server is unable to transmit and receive data and Atlantic.Net records such failure in the Atlantic.Net trouble ticket system. Network downtime is measured from the time a trouble ticket is opened.
Cloud Server Hardware – 100% Guaranteed
Atlantic.Net guarantees all hardware components that power your Cloud Server and will replace any failed components at no cost to you. Once we determine the cause of the problem, hardware replacement begins. If it takes us more than one hour from the time the cause is identified to replace the faulty hardware, Atlantic.Net will refund 5% of the monthly fee per additional hour of downtime (up to 100% of your monthly fee for the specific Cloud Server affected)..
Infrastructure – 100% Guaranteed
Atlantic.Net guarantees all critical infrastructure components, including power supplied to your Cloud Server and HVAC, will be available 100% of the time in a given month—excluding scheduled maintenance. We will refund 5% of the monthly fee per additional 30 minutes of downtime (up to 100% of your monthly fee for the specific Cloud Server affected). Critical infrastructure includes functioning of all power, HVAC, and cabling. Infrastructure downtime exists when your Cloud Server is shut down due to power or cooling issues and is measured from the time a trouble ticket is opened.
SLA credits will not be issued if the downtime occurred due to scheduled maintenance, if the downtime occurred due to misuse of the Atlantic.Net Cloud Platform, or if you are in breach of any services agreement with Atlantic.Net, until such breach has been resolved. To receive an SLA credit, you must contact Atlantic.Net support within thirty (30) days after the end of the downtime, detailing how your use of the specified Atlantic.Net Cloud Service was adversely affected. This Service Level Guarantee is your sole and exclusive remedy in the event that the Atlantic.Net Cloud Platform is unavailable.
Notwithstanding anything in this Service Level Guarantee to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your fee for the specific Cloud service affected during said billing period. This Service Level Guarantee is part of your Agreement with Atlantic.Net Cloud, along with The Atlantic.Net Cloud Terms of Service and the AUP, and is subject to the terms and conditions stated therein.
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