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Atlantic.Net offers an Industry Leading Cloud Service Level Agreement (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 the 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.
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).
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 the 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 Details: