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Scorpio Informatics understands the importance of network availability to our customers. Thus we are making commitments to our customers in the form of a Service Level Agreement (SLA). We have developed the following SLA to ensure maximum performance and uptime.
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Network Uptime
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Scorpio Informatics guarantees that the network will be available 99.5% of the time in a given month, excluding scheduled maintenance. If Network Availability does not meet our 99.5% uptime guarantee, credits will be made available to each client on a case by case basis, not to exceed 50% of their base monthly fee. Network uptime includes all network infrastructure including routers and switches but does not include services or software running on the client's server. Network downtime exists when a particular customer is unable to send or receive data from a server and such failure is recorded in our Trouble Ticket System up until the server is able to send and receive data again, as confirmed by Scorpio Informatics's own monitoring systems.
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Exceptions
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- This SLA does not apply to delinquent customers.
- Scheduled maintenance.
- Circuits between datacenter and the customer location.
- Any networks or network equipment not owned or controlled by Scorpio Informatics.
- Circumstances beyond reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.
- Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.)
- Any negligence, willful misconduct, or use of the Services in breach of Scorpio Informatics's Acceptable Use Policy by user or other users.
- DNS (Domain Name Server) issues outside the direct control of Scorpio Informatics.
- False outages reported as a result of any measurement system problems or errors.
- Customers which run IRC/IRCd are not eligible for this sla.
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CREDITS |
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In order to receive credit the client must submit a trouble ticket at HELPDESK with in seven (7) days of the outage. The date and approximate time must be included in the trouble ticket. If Scorpio Informatics confirms the outage a credit will be applied with in seven (7) business days. All Computations are done on Month To Month Basis And the maximum credit that is offered is to the extent of 50% of Monthly Rentals. These credits can only be used towards payments of services and cannot be encashed. We monitor our servers through three different thrid party monitoring agencies with monitoring taking place from more than 25 locations all over the world.
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