Service Level Agreement

As per this Service Level Agreement (from here on referred to as “SLA”), HOSTNOC guarantees a 99.9% monthly network uptime, power and cooling availability to our dedicated servers. Terms and conditions apply.
HOSTNOC 99.9% Network Uptime SLA consists of following four parts:

  • Global Internet Connectivity – Connectivity from HOSTNOC to the outside internet.
  • Private Network Connectivity – Connectivity between privately routed network within HOSTNOC.
  • Cooling – Proper cooling of the servers in the datacenters.
  • Power – This includes the power which powers the servers in the datacenters.

Network Service Level Credit Chart

NETWORK/POWER/COOLING UPTIME SLA Credit based on Performance Degradation
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%

SLA Terms and Conditions

  • HOSTNOC offers Service Level credits can be utilized in future billing cycles only.
  • Service Level credits are not transferrable and cannot be exchanged for currency of any kind.
  • Service Level credit is calculated from the time a ticket is opened to the time the issue is resolved.
  • Any customer account not in good standing on payments is not eligible for Service Level credit.
  • Any customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for Service Level credits.
  • Any Customer server disconnected due to violation of the AUP/TOS is not eligible for Service Level credit.
  • Any customer making false Service Level credit claims may be charged a $50 administrative fee per offense.
  • All SLA claims must be made within seven days of the network downtime.
  • Service Level credits may take up to 15 days to authorize, process, and deposited to the customer’s account.
  • Service Level credits may not exceed the full monthly amount of the server they are being applied to.
  • Service Level credit claims can only be made by an authorized user on the account.
  • All other unauthorized claims will not be entertained.
  • Service Level credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.
  • In no way does the HOSTNOC SLA include software of any sort. Operating system reloads do not qualify in any way for an Service Level credit.
  • Any failure outside of the HOSTNOC network itself, including bandwidth carrier outages, are not eligible for Service Level credit.
  • Scheduled maintenance of the HOSTNOC network is not eligible for any form of Service Level credit.
  • Natural disasters of any kind, fiber cuts, or any other calamities outside HOSTNOC’s control are not eligible for Service Level credit.

*HOSTNOC reserves the right to change or revise the SLA without notice.


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