Cumulus will provide a minimum 99.99% uninterrupted access to your Cloud virtual machines, backup services, and related services. Should your services become unavailable for a cumulative period beyond the allowed 0.01% in any month of service, the client will receive a credit equivalent to 5% of the client’s pro-rated recurring monthly fees for that month and then an additional 5% for every additional 15 minutes the services are unavailable. Credit calculations will be based on unavailability in 15 minute increments.
Cumulus will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this, Steadfast makes the following guarantees to all onsite Internet clients:
- 100% guaranteed uninterrupted transit to the Internet
- Zero packet loss internal to Cumulus network
In addition to the above performance guarantees, Cumulus will take all reasonable measures to insure all client traffic reaches its destination in a timely fashion, comparable to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link and investigating the addition of additional upstream links or direct peers. It is also guaranteed that efforts will be made to assure no users will be negatively affected by DDoS attacks against other customers on our network for any substantial period of time. DDoS attacks to or from systems on our network may be null-routed if such attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.
The (Not So) Fine Print
The above agreement does not cover outages caused by equipment and/or events under the control of the client, such as a refusal to implement adequate redundancy (turning down a free redundant network drop, etc.). This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via our announcements page and will not exceed 60 minutes per month.
Any and all credits to the client will not exceed 100% of the client’s Recurring Monthly Fees for the month in which the credit is issued. All credits must be requested within 30 days of the incident. Only the most specific and relevant credit will apply to each incident.
To request a credit email email@example.com with your account ID along with the time of and time span of the outage. Accounts must not be past due when requesting an SLA credit. Account credits are issued to your account to be used for future service and will be automatically applied to newly created invoices. Refunds will not be issued.