Cloud Service Level Agreement

Atlantic.Net offers an Industry Leading Cloud Service Level Agreement (SLA).

Network Uptime –100% SLA

Atlantic.Net guarantees the network will be available 100% of the time in a given month. If it takes us more than 30 minutes to resolve the network issue from the time the trouble ticket is opened, Atlantic.Net will credit 5% of the monthly usage fee for each additional 30 minutes of downtime (up to 100% of customer’s monthly usage fee for the specific Cloud Server affected). Network uptime includes functioning of all network infrastructures 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% SLA

Atlantic.Net guarantees all hardware components that power your cloud server and will replace any failed components at no cost to you. Once Atlantic.Net determines 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 credit 5% of the monthly usage fee per additional hour of downtime (up to 100% of your monthly usage fee for the specific Cloud Server affected).

Infrastructure – 100% SLA

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. If it takes us more than 30 minutes to resolve the infrastructure issue from the time the trouble ticket is opened, Atlantic.Net will credit 5% of the monthly usage fee per additional 30 minutes of downtime (up to 100% of your monthly usage 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 Exemptions:

  • SLA credits will not be issued if the downtime has been caused by scheduled maintenance or if a cloud customer is in breach of any Atlantic.Net service agreements.
  •  Events of force majeure, including acts of war, god, earthquake, flood, embargo, riot, sabotage, labor disputes, government act, or failure of the Internet are exempt from the Service Level Guarantee.
  •  Downtime that resulted from modifications or changes of the operating system, database, application code, or other customer code not provided by Atlantic.Net will be exempt from the Service Level Guarantee.

SLA Details:

  •  To receive an SLA credit, you must email [email protected] within thirty (30) days of the incident. In the email, please provide details on how your Atlantic.Net cloud services were adversely affected.
  •  This Service Level Guarantee is your sole and exclusive remedy in the event that the Atlantic.Net cloud platform is unavailable. The maximum total credit for the monthly billing period shall not exceed 100% of your monthly usage fee for the specific Atlantic.Net 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, the Acceptable Use Policy, and therefore is subject to the terms and conditions stated therein.
  •  Due to the Atlantic.Net Cloud billing cycle, Atlantic.Net has 60 days to issue a credit from the date of incident.