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We are proud to offer an exceptional level of performance, reliability, and service. We present a detailed SLA guaranteeing our network reliability and performance, as well as our dedicated server service level.

We operate a state-of-the-art network and NOCs with multiple levels of physical and logical redundancy. Our NOCs are staffed by highly skilled Systems Administrators, 24 hours a day, 365 days a year.

Our SLA guarantees the following:

Network Reliability & Performance

  • 100% network uptime

    One day credit for each hour of downtime

    double the credit - two days of credit for each hour of downtime - for premium transit clients

  • no packet loss from us to our Tier 1 backbone bandwidth providers

    One day credit for each 1% of packet loss

    double the credit - two days of credit for each 1% of packet loss - for premium transit clients


  • Below 3 ms latency from us to our local area Tier 1 backbone bandwidth providers

    One day credit for each additional 3 ms of latency

    double the credit - two days of credit for each additional 3 ms of latency - for premium transit clients


 

  • Server Hardware Service

    Replacement of malfunctioning components within less than two hours.
    One day credit for each additional two hours taken with hardware repair

    double the credit - two days of credit for each additional two hours taken - for premium transit clients

  • Credit Terms

    up to 100% of applicable fees on customer's monthly bill may be credited due to failure to provide service per the terms of the SLA
    measurement of all data is per a 30 consecutive day period.

    No cost, no penalty immediate service termination is permitted if over any 30 consecutive day period network downtime exceeds 1% (7 hours), or packet loss from us to our Tier 1 providers exceeds 5%, or latency from us to our local Tier 1 providers exceeds 20 ms, or there is a downtime of over 24 hours during customer's server repair (only one of these conditions has to be met)

  • Note: The SLA is only available for servers located at our DCA2 & SEA2 Data Centres. Does not apply to shared hosting customers.