Service Level Agreement
Asia.Cloud is committed to providing our customers with a stable and reliable hosting infrastructure. We provide this Service Level Agreement (SLA) as part of your contract with Asia.Cloud hosting services. All SLA guarantees and information listed below are made in good faith. This SLA sets out our mutual responsibilities and rights, should Asia.Cloud fail to meet the criteria set out below. We agree to look solely to this SLA for Network availability.
Asia.Cloud agrees that our Network will be available 100% of the time during a given month, excluding scheduled and emergency maintenance. The infrastructure network includes Asia.Cloud's switches, routers, and cabling (Network).
Should Asia.Cloud incur an outage, we will credit you 5% of your monthly fee for every uninterrupted 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment). The Credit will be applied toward the next account invoice of the affected Hosting account. The Credit cannot exceed the amount you paid to Asia.Cloud for one month of Hosting service and the Credit cannot be applied to a different Hosting account.
While Asia.Cloud strives to meet the objectives set out in this SLA, it does not apply to events outside of our reasonable control. While it is impossible to identify all events that may occur outside of Asia.Cloud's control, excluded events include, but are not limited to, acts of God, terrorism, denial of service (DOS) attacks, software bugs, hardware failure, hacking or other abusive activities, global internet network outages, shortages of supplies, customer faults, upstream provider issues, or any other circumstance beyond our actual control.
In order to take advantage of this SLA, you must notify us of your intent to claim credit within 5 days of the beginning of the event for which you seek credit. To notify us, you must open a ticket through the Support Portal. Customer must be in compliance with all contracts between Asia.Cloud, including being current on all fees due to us at the time of the incident, as well as when the credit may be applied. You must provide reasonable details regarding the claim, including but not limited to, detailed description of the event, incident duration, and description of attempts to resolve the issue. Any customer making false or repetitive claims are in violation of the AUP.
Last updated January 28, 2017