Service Level Agreement
Coverage and DefinitionsThis SLA applies to all Aktiom Networks clients, excluding client accounts that are suspended due to TOS or AUP violations.
"Server Availability" means the percentage of a particular month that a client's server is available via standard Internet protocols.
Service Level
Our goal is to provide 100% availability of client servers. If we fall below this goal, affected clients will be issued a credit on their next month's invoice according to the schedule below. Credits are not refundable and can be used only towards future billing charges. The total amount credited to a client in a particular month will not exceed the total fee paid by the client in the month servers were affected.
| Server Availability | Credit Percentage |
| 99.9% to 100% | 0% |
| 98% to 99.8% | 10% |
| 95% to 97.9% | 25% |
| 90% to 94.9% | 50% |
| 89.9% or below | 100% |
Exceptions
Clients will not receive credits if server unavailability is caused by circumstances beyond Aktiom Networks reasonable control. This includes, but is not limited to, network failures occurring outside of data centers Aktiom Networks colocates its equipment in; DNS issues outside the direct control of Aktiom Networks; DNS propagation delays; faulty configuration of client server software; Denial of Service attacks on Aktiom Networks infrastructure; force majeure. Finally, credits will not be issued due to scheduled downtime for maintenance.