Service Level Agreement

Our agreement and commitment to providing the best hosting on the market.

Service Level Agreement - Last Modified 01/01/2019


Summary

PrimeNodes values performance, security, uptime, and stability for all services offered and provides a 99.99% uptime guarantee for network and power availability via this agreement known as a Service Level Agreement (SLA). PrimeNodes understands the importance of your services being online accessible 24 hours a day - 7 days a week.

This agreement is offered to you in the condition of your acceptance of the Terms of Service.


Packet Loss

PrimeNodes guarantees to operate networks in all global locations which do not cause higher than 0.2% average packet loss between the datacentre's border router and the node which your service is located, with no more than 0.5ms of jitter being created by our networking equipment. If you are experiencing more than 0.5% packet loss, you are required to notify the PrimeNodes technical support team, whereby a network engineer will perform all actions necessary to determine and eliminate the source of the added latency. Packet loss isn’t monitored actively by PrimeNodes, so all reports are required to be submitted by you to inform our support staff.


Hardware Replacement

If a node is subject to a rare hardware fault or failure, PrimeNodes guarantees that substitution of the faulty component will be sourced and installed within 48 hours from the time that a datacentre technitian has officially diagnosed the problem as being caused by faulty equipment.


Node Availability (Power & Network)

PrimeNodes guarantees that the node your service operates from will remain accessible 99.99% of the time, this covers power, cooling and power availability. For hardware maintenance or in the event a technician needs to perform modifications, patches or alterations to your system to ensure stability, a minimum of 48 hours notice will be issued to you. For emergency maintenance or critical security patches, a minimum of 1 hour notice will be published.


Support

We're confident with our support team and their ability to respond to you quickly. During open business hours, we guanratee a 6-hour response time to all ticket requests submitted to any department, and a 12 hour response time to any technical request submitted during any out of hours period.


Claiming SLA Credits

PrimeNodes requires the sole primary owner, the account holder, of a service affected to make contact with the PrimeNodes Administration Team within 48 hours of the infraction; these requests may only be submitted through the ticket system on the PrimeNodes client area and not via Email or LiveChat. Please do not assume that PrimeNodes are aware of any outages or availability issues; outages may be entirely unrelated to networks or hardware operated by PrimeNodes, requiring you to inform us immediately of any problem you face.

Upon confirmation of an SLA infraction and ticket resolution, any applicable SLA credits will be applied as a balance to the affected account within 14 working days.

Approx Percentage Outage Time Credit Amount
99.99% 0m - 5m 0 Hours
99.95% 5m - 25m 12 Hours
99.75% 25m - 1h 50m 24 Hours
99.50% 1h 50m - 3h 40m 48 Hours
99.25% 3h 40m - 5h 30m 96 Hours
99.00% 5h 30m - 7h 18m 192 Hours
<99.00% 7h 18m or longer 384 Hours

SLA Terms

The SLA is offered by PrimeNodes to its direct customers only and is not liable for downtime caused by a reseller of its services. SLA credits are applied in the form of account credit for use in future billing cycles or new orders only, are not transferable and have no monetary value. Any customer account not in good standing, has outstanding unpaid invoices or has an active account limitation are not eligible for SLA credit. If a customer account has not been in good standing two or more times within the 12 months prior or has had more than two account limitations within that period, is not eligible for SLA credits. Suspended or terminated servers do not qualify for SLA credit. SLA credits may not be stacked, i.e. claiming SLA credit on both network, hardware and power downtime during the same incident. All SLA claims must be made via support ticket to the Administration department within 48 hours of a outage, as confirmed by PrimeNodes, by the primary account holder. Balance credits may take up to 14 working days to be authorised, process and be applied to the customer’s billing account. An outage caused by a software related problem, OS reload, OS networking configuration problem or third-party is not eligible for SLA credits. Furthermore, scheduled maintenance of network, power or hardware is not eligible. Any failure outside of the PrimeNodes network itself, including bandwidth carrier outages, do not qualify for SLA credit. Acts of God, including weather, natural disaster, or any other disaster outside of the control of PrimeNodes are not acceptable reasons to claim for SLA credit.


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