Service Level Agreement
This is an overview of the policies that govern our service level agreement
Last Updated: 18 Jan 2025
Overview
We guarantee a 99.99% power and network uptime SLA on a monthly basis for all our services across all locations.
Please note that we do not provide SLA compensation for the following events:
Scheduled Maintenance: Any planned or scheduled maintenance activities notified in advance.
Customer-initiated actions: Downtime or issues caused by actions taken by the customer, such as configuration changes, software installation, or mismanagement.
Force Majeure Events: Natural disasters, acts of war, terrorism, or any other events outside our reasonable control.
Third-party Service Failures: Downtime or performance issues caused by third-party services or providers outside of our direct control.
DDoS Attacks: Downtime resulting from Distributed Denial of Service (DDoS) attacks or other similar malicious activities.
Violations of Terms of Service: Any incident resulting from a violation of our terms of service or acceptable use policy.
Performance issues: We do not offer SLA coverage for performance issues on customer servers; however, we will investigate if the problem may be due to our configuration. If you believe your server's performance has degraded, please open a ticket for further assistance.
SLA Credits
Below is the table outlining the credits we will provide:
99.90% to 99.98%
Service extended by 3 days
99% - 99.89%
50% of your monthly service cost (excluding add-ons e.g premium support, managed service cost, etc)
Lower than 99%
100% of your monthly service cost (excluding add-ons e.g premium support, managed service cost, etc)
When monetary credit is applicable, the agreed amount will be credited to your Onidel Cloud account.
We reserve the right to determine the validity of any SLA compensation request.
SLA Credit Requirements
Please note that in order to claim the SLA credits, you must meet the following requirements:
Your account has no outstanding payments.
You have not initiated a chargeback.
A ticket must be created within 48 hours of finalising an SLA that fails to meet the guarantee.
Your service complies with our policies and remains active.
On-Call
We offer an on-call rotation service that responds to customer pages, available exclusively as an add-on to our Managed Cloud Server service. If you are using our Managed Cloud Server service and would like the ability to page our on-call team for emergency assistance, please open a ticket for further discussion.
Maintenance
We will perform scheduled maintenance at a time deemed suitable by us. Should it require any service(s) to be offline for more than thirty (30) minutes, we will post details of the scheduled maintenance at least two (2) days prior. These periods are not included in the SLA calculations.
Unscheduled maintenance will be performed as required by us, and should any service(s) be offline for greater than thirty (30) minutes, we will post details of the maintenance and any updates until it has been completed. These periods are not included in the SLA calculations.
Last updated