SLA (Service Level Agreement)

SLA Service Level Agreement

This **Service Level Agreement (SLA)** outlines the compensation that customers with Dedicated Server, Exchange email accounts, and Co-location services can claim from ISV Gate in the event of downtime or significant operational disruptions (downtime) affecting the Internet capacity of one or more servers. The agreement applies only to server solutions equipped with RAID.

1 Planned Interruptions

Planned interruptions are outages necessary to perform ongoing maintenance and service of the Web Hosting/Server Hosting and associated equipment. In such cases, ISV Gate reserves the right to temporarily suspend service provision and limit access to the Internet/website/server. Interruptions for planned maintenance should not be considered as operational downtime. In the case of significant action, the customer will be notified before action is taken.

2 Uptime

**Uptime** refers to the monthly uninterrupted time calculated as a percentage. ISV Gate guarantees that the customer’s websites/server/email will be available via HTTP at least 99.7% of the time each month. The guaranteed **uptime** is calculated as follows: 24 x the number of days in the month – time for planned maintenance = 100% availability.

3 Downtime

Downtime refers to the period during which an IT service is not available to users. Shorter service outages may occur even during normal operations and do not entitle the customer to compensation or refunds.

4 Refunds and Calculation

To be eligible for a refund, the customer must submit a written request within thirty (30) days from the date the operational disruption was resolved. Otherwise, the customer forfeits their right to a refund. ISV Gate reserves the right to determine whether a refund is applicable. Refunds are provided as a credit on the customer’s next invoice. Refunds can amount to a maximum of 25% reduction of the customer’s monthly fee.