PureVoltage is proud to offer an exceptional level of performance,
support, reliability. That is why we are making commitments to our
customers in the form of a Service Level Agreement (SLA), which
provides certain rights and remedies regarding the performance of
the PureVoltage network. The PureVoltage Service Level Agreement
(SLA) guarantees our network/equipment reliability and
performance. This Service Level Agreement (SLA) applies to
customers of PureVoltage's Web Hosting, Dedicated Server, Virtual
Private Server, Co-location, and Internet Transit/Transport
services.
Uptime Guarantee
PureVoltage strives to maintain a 100% network and service
uptime level, and guarantees at least 99.9%. This uptime percentage
is a monthly figure, and is calculated solely by PureVoltage
monitoring systems or PureVoltage authorized/contracted outside
monitoring services. If PureVoltage fails to meet its 99.9% uptime
guarantee, and it is not due to one of the exceptions below, credits
will be made available to each client, upon request, on a case by case
basis. PureVoltage does not credit a full month's service for minor
downtime. This would not be financially healthy for PureVoltage, and
in turn would only negatively affect the service level PureVoltage
provides to you. "Partial refunds for partial downtime" is our
standard policy. In extreme circumstances, PureVoltage may
distribute full month credits, but this is dealt with on a case by case
basis. Details on how credit amounts are calculated can be found
below.
Exceptions
Customer shall not receive any credits under this SLA in
connection with any failure or deficiency of the PureVoltage network
caused by or associated with:
Circumstances beyond reasonable control, including, without
limitation, acts of any governmental body, war, insurrection,
sabotage, embargo, "Acts of God" (fire, flood, earthquake, tornado,
etc.), strike or other labour disturbance, interruption of or delay in
transportation, unavailability of or interruption or delay in
telecommunications or third party services, failure of third party
software or inability to obtain raw materials, supplies, or power used
in or equipment needed for provision of the Service Level
Agreement
Telecoms Failure (i.e. a backhoe cutting a fiber line somewhere)
Backbone peering point issues (i.e. Zayo having a router go down in
New York that wipes out Internet service a portion of the entire
East Coast)
Scheduled maintenance for hardware/software upgrades
Hardware failure (faulty hardware is rare, but cannot be
predicted nor avoided). PureVoltage utilizes only name brand
hardware of the highest quality and performance.
Software bugs/flaws (Exploits and bugs may develop that cause
security issues or downtime)
DNS issues not within the direct control of PureVoltage
Network floods, hacks, attacks from outside parties or individuals
Failure or error of any PureVoltage monitoring or measurement
system
Acts or omissions by Client, including without limitation, any
negligence, wilful misconduct, or use of PureVoltage service(s) in
breach of PureVoltage Policy and Service Guidelines (AUP), by Client
or others authorized by Client.
Connectivity
Any damaging or abusive activity, whether unlawful or considered
to be detrimental to the operations of PureVoltage resources, is a
violation of this policy. Any attempt to harm equipment owned by
PureVoltage, or hosted in its facilities, is strictly prohibited.
Violations will result in legal action, to the fullest allowable extent.
Illegal Usage Restrictions
PureVoltage's goal to make the PureVoltage network available to
Clients, free of outages, and as best possible. An outage is defined
as an instance in which Client is unable to transmit and receive IP
packets due to a PureVoltage service failure for more than 15
consecutive minutes, excluding service failures relating to
PureVoltage's scheduled maintenance and upgrades. The PureVoltage
network does not include Client premises equipment or any Telecoms
access facilities connecting premises of Client to such
infrastructure. PureVoltage's goal is to keep Average Round-Trip
Latency on the PureVoltage network to 80 milliseconds or less.
PureVoltage defines Average Round-Trip Latency, with respect to a
given month, as the average time required for round-trip packet
transfers between the PureVoltage network and major US backbone
peering points during such month, as measured by PureVoltage.
PureVoltage's goal is to keep Average Packet Loss on the
PureVoltage network to 1% or less. PureVoltage defines Average
Packet Loss, with respect to a given month, as the average
percentage of IP packets transmitted on the PureVoltage network
during such month that are not successfully delivered, as measured
by PureVoltage.
Mining on PureVoltage's equipment is Strictly prohibited unless permission is granted for this type of activity.
Due to the extra power usage, abuse on equipment mining requires higher setup fees and monthly fees. Usage without permission.
"Will have the services Shutdown or Terminated without notice, and you will not eligible for refund. You will also be liable for replacement costs of the server and its components".
If you wish to use our services for mining, you must contact us for options.
Measurement
PureVoltage will periodically (on average every 5 minutes) monitor
PureVoltage network and server availability using software and
hardware components capable of measuring application traffic and
responses. Client acknowledges that that such measurements may
not measure the exact path traversed by Internet connection of
Client, and that such measurements constitute measurements across
the PureVoltage network, but not other networks to which Client
may connect. PureVoltage reserves the right to periodically change
the measurement points and methodologies it uses without notice to
Client. Full network and server reporting will be posted to a location
designated by PureVoltage and made available to Client.
Hardware Failure
PureVoltage stands behind all equipment on our network. Faulty
hardware is rare, but cannot be predicted nor avoided. PureVoltage
utilizes only name brand hardware of the highest quality and
performance. PureVoltage will replace all faulty hardware affecting
performance levels of equipment within 48 hours, which includes
hardware issues that cause server crashes or speed issues.
Hardware failure resulting in complete network/server
outage/downtime will be corrected within two hours of problem
identification. Router failure is an exception to this SLA guarantee,
and may require on-site Cisco™ engineers or backbone provider
emergency personnel to correct the problem. Router failure is
governed by current PureVoltage contracts with Cisco™ and
backbone providers in regard to the emergency repair service in
case of such an issue. PureVoltage will replace all faulty hardware on
dedicated servers (rented or leased servers), at no charge to the
Client, with an unlimited free replacement policy. This includes parts
ordered as upgrades. PureVoltage will replace all faulty hardware on
all non-purchased dedicated and wireless access customer premise
equipment, at no charge to the Client, unless equipment has been
tampered with, or damage is caused by direct neglect/action(s) of
Client.
Credits
Credit requests must be made on the PureVoltage web site, by
filling out the "Service Level Agreement (SLA) Request" form. Each
request in connection with network/server outages/downtime must
be received by PureVoltage within five days of the occurrence. Each
request in connection with Average Round-Trip Latency or Average
Packet Loss in a calendar month must be received by PureVoltage
within five days after the end of such month. The total amount
credited to a Client for PureVoltage not meeting SLA service levels
will not exceed the service fees paid by Client PureVoltage for such
services for the period in question. Each validly requested credit will
be applied to a Client invoice within 30 days after PureVoltage's
receipt of such request. Credits are exclusive of any applicable
taxes charged to Client or collected by PureVoltage. Upon request of
Client (in accordance with the procedure set forth below),
PureVoltage will issue a credit to Client for network/server
outages/downtime occurring during any calendar month that are
reported by Client to PureVoltage and confirmed by PureVoltage's
measurement reporting. Such credit will be equal to one days worth
(1/30th) of the monthly fees paid by Client, (for all service fees paid
if network outage, or specific affected service fees paid if
individual server downtime) multiplied by each hour (or portion
thereof rounded to nearest next hour) of the cumulative duration of
such outage/downtime. If Average Round-Trip Latency on the
PureVoltage network for a calendar month exceeds 85 milliseconds,
then upon request of Client, PureVoltage will issue a credit to Client
equal to six days worth (1/5th) of the monthly service fees paid by
Client for such month. If Average Packet Loss exceeds 1% during a
calendar month, then upon request of Client, PureVoltage will issue a
credit to Client equal to six days’ worth (1/5th) of the monthly
service fees paid by Client for such month.
General
PureVoltage reserves the right to change or modify this SLA to
benefit the Client, and will post changes to location currently
housing this SLA at time of modification, which will be made
available to Client. Except as set forth in this SLA, PureVoltage
makes no claims regarding the availability or performance of the
PureVoltage network or servers. Specific terms/points of this SLA
may be adjusted on a case by case basis by the specific Service
Agreement signed/agreed by client. In case of difference
terms/points in SLA and Service Agreement, the Service Agreement
terms/points prevail over this general SLA policy. The Service
Agreement signed/agreed by client, is above and beyond this SLA,
and Service Agreement terms are in effect, including, but not
limited to, limitations of liability.
