Ethernet Servers provides an industry-leading 100% uptime guarantee for all its services. Any customer with one or more services that fall short of this guarantee is eligible for a Service Level Agreement (SLA) credit, providing that the following requirements are understood and met:
- Credit will only be issued for the impacted service(s).
- All requests must be submitted to our Accounting Department within 7 days of downtime.
Certain outages are out of our direct control and, consequently, are excluded from our Service Level Agreement:
- Scheduled maintenance. In such cases, we will always email and post on our Service Status page.
- Local issues on the customer's side, such as an ISP outage or a computer with a firewall, may deny access.
- Outages caused by customer errors, such as accidental file deletion or misconfiguration.
- Billing or abuse-related issues, such as service suspension for non-payment or no response to abuse reports.
Please contact us if you have any questions about our Service Level Agreement.
| Uptime Guarantee | SLA Credit |
| 100% | 0% |
| 99.9% | 10% |
| 99.8% | 20% |
| 99.7% | 30% |
| 99.6% | 40% |
| 99.5% | 50% |
| 99.4% | 60% |
| 99.3% | 70% |
| 99.2% | 80% |
| 99.1% | 90% |
| ≤99.0% | 100% |
