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Network Reliability & Performance
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- 100% network uptime. One day credit for each hour of downtime.
- no packet loss from us to our Tier 1 backbone bandwidth providers.
One day credit for each 1% of packet loss
- below 3 ms latency from us to our Tier 1 backbone bandwidth providers.
One day credit for each additional 3 ms of latency
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Server Hardware Service
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- replacement of malfunctioning components within less than three hours.
One day credit for each additional two hours taken with hardware repair.
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Credit Terms
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- up to 100% of applicable fees on customer's Colocation Plan may be credited due to failure
to provide service per the terms of the SLA.
- Measurement of all data is per a 30 consecutive day period
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Customer Support Centre
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- Online ticket system.
- Free reboots 24*7, guaranteed within 1 hour.
- Access to Customer Services and Billing Monday - Friday 9am - 5:30pm *.
- Access to Technical Support 24*7
Techncial Support work may be chargeable depending upon Technical Support Level and
additional managed services purchased.
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