Service Level Agreement (SLA) for Uptime
1. Service Availability
1.1. QnEZ Servers ("QnEZ", "Quick and Easy", "Service Provider") is committed to providing a high level of service availability to its customers.
1.2. Service Provider guarantees a minimum uptime of 99.9 percent ("Uptime Percentage") for the services provided, calculated on a monthly basis.
2. Uptime Calculation
2.1. Uptime Percentage is calculated as follows:
Uptime Percentage = (Total Minutes in a Month - Downtime Minutes) / Total Minutes in a Month
2.2. Downtime Minutes include any period during which the services are unavailable due to reasons other than scheduled maintenance or exceptions outlined in Section 3.
3.1. Acts of God: Service Provider will not be responsible for downtime caused by acts of God, including but not limited to 3natural disasters, fires, floods, earthquakes, or any other catastrophic events beyond Service Provider's control. Upstream
3.2. Provider Issues: Service Provider relies on upstream providers for network connectivity. Downtime caused by issues with upstream providers, including network outages or disruptions, shall not be considered a breach of this SLA.
4. Scheduled Maintenance
4.1. Service Provider may perform scheduled maintenance activities to improve and maintain the services. Service Provider will provide advance notice of scheduled maintenance via email or through the customer portal.
4.2. Downtime during scheduled maintenance is not counted towards the calculation of Uptime Percentage.
5. Reporting Downtime
5.1. Customers are responsible for reporting any downtime incidents to Service Provider's support team promptly.
5.2. Downtime incidents must be reported through the designated support channels.
6. Service Credits
6.1. In the event that Service Provider fails to meet the Uptime Percentage commitment for a specific month, eligible customers may receive service credits as follows:
Uptime Percentage of 99.0% to 99.9%: 10% service credit
Uptime Percentage of less than 99.0%: 25% service credit
6.2 Service credits will be applied to the customer's account and can be used to offset future service charges.
7. Customer Responsibilities
7.1. Customers are responsible for ensuring that their applications and configurations do not contribute to downtime.
8. Review and Amendment
8.1. This SLA is subject to periodic review and may be amended by Service Provider. Any changes will be communicated to customers in advance.
9. Contact Information
9.1. For inquiries or to report downtime incidents, please contact our support team at [email protected] .