Last Updated: 14 March 2024
Effective Date: 04 October 2021
The Service Level Agreement, “SLA” is incorporated into the TOS and applicable to all services delivered directly to Customers of Strasmore. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Strasmore. The uptime guarantees and the resulting SLA Credit(s) are applied in monthly terms unless specified otherwise. To ensure that Strasmore is providing optimal services to its Customers, Strasmore is required to perform scheduled maintenance, from time to time, on the network, client area, and hardware. Any downtime resulting from any such scheduled maintenance or any event of Force Majeure does not qualify for SLA Credit(s). All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies. Note: SLA Credits for Hourly Services will be calculated and applied based on the same monthly calculation used for the month-to-month contracts.
To properly claim an SLA Credit due, the Customer’s master administrative user must open an SLA ticket with the Billing Department located inside the Client Area at https://www.ssdnodes.com/manage within seven (“7”) days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs, if applicable. The SLA claim will be researched by the appropriate Strasmore department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA Credits are issued as service credits on future billing cycles. SLA Credits shall not be bartered or traded with other Strasmore customers. Please allow up to fourteen (“14”) days for the process of SLA claims. Customer acknowledges that the maximum amount of SLA Credit that may be used for any particular month cannot exceed the total monthly service fee amount for such month.
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have been in payment arrears three (“3”) or more times in the previous twelve (“12”) months do not qualify for SLA claims. Valid SLA claims will not be credited to the Customer’s accounts until all abuse issues are resolved. Any Customer making false or repetitive claims will incur a one-time charge of fifty dollars (“$50”) per incident for such claims. False or repetitive claims are also a violation of the TOS and may be subject to service suspension. Customers participating in malicious or aggressive Internet activities, thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be deemed in violation of the AUP.
Strasmore and Data Center guarantees one hundred percent (“100%”) uptime on all Public Network services to Customers located in Data Center, subject to the provisions of this SLA. Except for service downtimes resulting from Customer’s fault, and provided Customer follows the proper procedures for service credit claims as set forth in this SLA, for each continuous, uninterrupted thirty (“30”) minute interval of Public Network service downtime that Customer experiences during an applicable month, Strasmore agrees to grant to Customer a SLA Credit equal to five percent (“5%”) of the Customer’s monthly service fees for that month. Public Network service downtimes of less than thirty (“30”) continuous, uninterrupted minutes do not qualify for this service credit, and the Customer cannot combine or augment Public Network or other service-related downtimes to satisfy such downtime requirement. All Public Network services include redundant carrier grade internet backbone connections.
Strasmore guarantees one hundred percent (“100%”) access to the online client management area, subject to the provisions of this SLA. Except for service downtimes resulting from Customer’s fault, and provided Customer follows the proper procedures for service credit claims as set forth in this SLA, for each continuous, uninterrupted thirty (“30”) minute interval of online client management area service downtime that Customer experiences during an applicable month, Strasmore agrees to grant to Customer a SLA Credit equal to five percent (“5%”) of the Customer’s monthly service fees for that month. Online client management area service downtimes of less than thirty (“30”) continuous, uninterrupted minutes do not qualify for this service credit, and the Customer cannot combine or augment online client management area or other service-related downtimes to satisfy such downtime requirement. Access to the client area is available via the Public Network. The client area is utilized to fully manage the on-demand IT environments located within the Strasmore data centers. Client area access includes ticket access, account management and other related services.
Strasmore guarantees one hundred percent (“100%”) uptime on the power and HVAC services to Customers located in Data Center, subject to the provisions of this SLA. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Except for service downtimes resulting from Customer’s fault, and provided Customer follows the proper procedures for service credit claims as set forth in this SLA, for each continuous, uninterrupted thirty (“30”) minute interval of power and HVAC service downtime that Customer experiences during an applicable month, Strasmore agrees to grant to Customer a SLA Credit equal to five percent (“5%”) of the Customer’s monthly service fees for that month. Power and HVAC service downtimes of less than thirty (“30”) continuous, uninterrupted minutes do not qualify for this service credit, and the Customer cannot combine or augment power and HVAC or other service-related downtimes to satisfy such downtime requirement.