Legal Policies

Service Level Agreement (SLA)

Service Level Agreement (SLA)

  • 1.0 - General

    Twenty70 guarantees all of our services to have at least 99.9% uptime. In the event that we do not meet this in a given month, we will credit 10% of the affected client's monthly service fees for every 0.1% below the standard (99.9%) that we have set. For instance, if your service uptime for a particular calendar month is 99.5%, then 10% of your monthly hosting fees will be credited towards your client's account.

    Uptime Guarantee SLA Credit
    99.9% Guaranteed
    99.8% 10%
    99.7% 20%
    99.6% 30%
    99.5% 40%
    99.4% 50%
    99.3% 60%
    99.2% 70%
    99.1% 80%
    99.0% 90%
    <99.0% 100%

  • 2.0 - Terms

    Only one valid claim can be made per calendar month. All SLA credits will be issued as service credits for usage in future invoices.

  • 3.0 - Exceptions

    - Any planned maintenance work is except from this guarantee.
    - Clients currently in arrears for services do not qualify for SLA claims.
    - Clients participating in malicious activities, thereby causing attacks or counterattacks, do not qualify for SLA claims.
    - Downtime occuring due to natural disasters or DDoS attacks against the network do not count towards the SLA calculations.

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