Service Level Agreement

We're serious about uptime, so we're going to do everything in our power to provide it. Considering most months we have zero down time, our SLA is typically exceeded!
Downtime is based off of several metrics including pings to the internet and pings from the internet testing our connections from outside of our network.

Downtime is calculated based off of this formula:

• ​​Downtime / total_number_of_monthly_hours = percentage_of_downtime​
• 100 - percentage_of_downtime = percentage_of_uptime

​Example based on 30 day month (720 hours):
​20 hours / 720 = 0.028
100 - 0.028 = 99.97% uptime.

This example would result in a 50% credit would be applied to your account.

Uptime greater than or equal to 99.99%
No credit to your account.

Uptime less than 99.99% but greater than 99.95%
50% credit to your account.

Uptime less than 99.95%
100% credit to your account.

In the event of downtime, your account will be credited according to the above based on your last eWallet debit amount (service payment).
A 100% credit would be a credit for the full amount of your last eWallet debit amount.