Service Level Agreement

Purpose

This Agreement's primary goal is to obtain agreement for Axcelx Technologies requirements and service levels to provide consistent service delivery and support to our Customers.

Internet

Axcelx provides multi homed connectivity through multiple providers at a 1Gbps port speed, guaranteed at 99.5% uptime annually. Customers who purchase redundant circuits are guaranteed 99.99% uptime annually.

Credits are issued for each hour of downtime beyond the guaranteed threshold. A network outage is measured from the time a trouble ticket is received until the service is again able to transmit and receive data. Outages caused by customer owned equipment or software are not eligible for credits.

High availability cloud server plans carry a separate 99.9% uptime SLA backed by service credits.

Power

We will ensure uninterrupted power to your server 100% of the time pending you purchase a redundant power circuit.

Outages caused by third party providers are considered emergencies and are not eligible for credits. Activation of an emergency power off (EPO) system is also not eligible for credits.

Monitoring

We have strict monitoring in place with internal and external monitoring vendors to provide us with accurate data that may result in downtime for any of our services. This monitoring data is used to determine credit eligibility for power and internet access.

Customer Responsibilities

No credits are issued when service unavailability results from the actions, omissions or negligence of the customer, including reinstalling an operating system without authorization during a hardware failure.

Credit

Customer is responsible to submit a SLA request within 24 hours from incident failure. Requests must include the customer name, the date of the incident, and the times the service stopped and started. Requests received after 24 hours will be refused.

Send SLA requests to support@axcelx.com.