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SERVICE LEVEL AGREEMENT
 Introduction
Reyox Communications strives to provide clients with a high level of
service and network accessibility at all times. Our Service Level
Agreement (SLA) is designed as a reference point for our customers and
provided protection against unscheduled downtimes that may occur from
within our network. This document also provides stern penalties for the
company if for any reason we fail to meet the provisions made within
this agreement.
Network Uptime Guarantee
Reyox Communications guarantees that its network will be available for
100% of the time in a given month, excluding scheduled hardware
maintenance. A month is considered 28 regular days long hence 648
consecutive hours in all for the sake of simplicity.
Network uptime does not include the uptime of the server itself.
Scheduled network outages (for maintenance or the like) are excluded
from this uptime guarantee.
The following item(s) do not fall under our network uptime guarantee:
- Inaccessibility to email due to migrations of any sort, whether it is
from another web host or to another server internally.
- Delays in service restoration due to failure/non-compliance of payment
terms set forth during the life of your account.
- Delays or dissatisfaction in customer service.
- Any delays, hindrances or otherwise in the restoration of your
account, it's functionality and anything hardware or software related
that may prevent you from immediate use of your hosting account.
Should our network downtime exceed 20 minutes total in a given month,
the user is entitled to a 5% refund per hour that the network
remains down towards their next bill (up to 50% of the total bill).
No service refunds will be given unless you make the claim with our
billing department prior to the 23rd of the current month.
Hardware
Because of the complexity of the hosting industry and the vastly
different hardware topologies, we’ve divided the Hardware SLA into two
parts.
Dedicated/Virtual Private Servers
Reyox guarantees the complete functioning of all hardware. In the event
of failure, immediate replacement will follow and will never exceed more
than one hour. If replacement of one hour exceeds more than hour, the
customer’s account will be credited 5% of the hosting fee per hour of
downtime (for upto 50% of the bill). This credit is not automatic and must
be requested per billing policies.
Shared Hosting
Reyox prides itself in supplying only the best hardware for our shared
hosting servers. However, at times a certain piece of hardware may fail
unexpectedly. This is especially prevalent whenever warranties expire.
However, Reyox Communications maintains a 10% inventory of all
replacement equipment in case of an emergency and promises complete
replacement and restoration within one hour. If we fail to comply with
this policy, shared hosting customers are entitled to a 5% refund per
additional hour of downtime (up to 50% of total bill). This credit
must be requested per billing policies and it is not automated.
Infrastructure
Natural disasters and Acts of God are inevitable. Reyox Communications, LLC
is prepared to handle any situation that may affect its operations as a
service provider. Therefore, Reyox guarantees 100% uptime for all
critical infrastructure systems, including power backups, generators and
HVACs excluding scheduled maintenance.
In the event that we are unable to restore power within 30 minutes of
any power-related downtime, the customer is entitled to a 5% refund of
the total hosting fee per month.
Infrastructure is limited to UPSs, PDUs, cabling and our HVACs.
Individual power supplies on customer servers are excluded from this
guarantee.
General Provisions
Unless otherwise explicitly stated, credits or debits within our SLA are
only gauged from the initial time the customer opens a support ticket
until the resolution of the problem and service is restored.
User inflicted fallacies are not covered by our SLA.
| Contacting Reyox Communications |
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