Service Level Agreement SLA

Computeman guarantees 99.999% monthly network uptime per this Service Level Agreement. Please note that terms and conditions apply. Computeman 99.999% network Up-time SLA consists of 3 parts:

Global Internet Connectivity includes connectivity from the Computeman network to the outside internet.
Private Network Connectivity – This includes connectivity between the privately routed networks within Computeman.
Power – This includes the power that powers the servers in the data center.

Computeman Uptime SLA Credit:

• 99.999% and above 0%
• 99.0 – 99.999% 25%
• 98.0% – 99.0% 50%
• 97.0% – 98.0% 75%
• 97.0% and below 100%

Computeman extends this SLA to its direct clients only. Computeman is not liable for downtime caused by a reseller of its services.

Computeman offers SLA credits for use only in future billing cycles. They are non-transferable and may not be exchanged for currency.

SLA credit is calculated from the time a ticket is opened regarding an issue to the time the issue is resolved.

Any Customer account not in good standing on payments is not eligible for SLA credit.

Any Customer account that was out of good standing on payments three times or more within 12 months before the outage is not eligible for SLA credits.

Any Customer server disconnected due to a violation of the AUP/TOS is not eligible for SLA credit.

Any Customer making false SLA credit claims may be charged a $50 administrative fee per offense.

All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account.

SLA credits may not exceed the full monthly amount of the server to which they are being applied.

An authorized user on the account can only make SLA credit claims. All other unauthorized claims will be denied.

SLA credits may not be stacked, i.e., claiming SLA credit on uplink and power downtime during the same incident.

The Computeman SLA does not include software of any sort, and operating system reloads do not qualify for an SLA credit.

Any form of management by Computeman of Customer software is not eligible for the Computeman SLA. Any form of hardware reconfiguration due to
software or management of software is not eligible to be included in the Computeman SLA.

Any failure outside the Computeman network, including bandwidth carrier outages, is not eligible for SLA credit.

Scheduled maintenance of the Computeman network is not eligible for SLA credit.

Acts of God, including weather, natural disasters, fiber cuts, or any other disasters outside of the control of Computeman, are not eligible for SLA credit.

The Computeman SLA is subject to change or revision without notice.