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Service Level Agreement

SunriseNode SLA, What is guaranteed?

Overview

SunriseNode is dedicated to supplying all services to our respective clients at 99.99% uptime at an efficient and professional level. This SLA or also known as the Service Level Agreement applies to all shared clients. The Client agrees that measurements via our internal support team will establish the necessary support and or level of services required. Service Downtime is any unplanned interruption in Service Availability during which the Client is unable to access the services as described in preceding section, provided the interruption is determined to have been caused by a problem in the immediate SunriseNode services and or network segment as confirmed by SunriseNode Services. Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month. SunriseNode is not responsible for any unplanned outages due to third-party software/hardware failure. Service level agreement credit occurs after a service has been unreachable for more than 30 consecutive minutes. For each hour of consecutive downtime after the 30 minutes the client will be credited 1% of the effected services’ monthly bill up to 75% of the value of the service.

Service Level Agreement Exclusion

We here at SunriseNode appreciate and care about all our clients but as such some limitation and or exclusions must be subjected to this agreement. Therefore performance credit an or general credit and refunds will not be applicable within the following events.

  • Downtime not caused by SunriseNode
  • Severe Weather
  • Unlawful Activity
  • DDoS Attacks
  • Client Based Internet Failure
  • Cancellation requests created before, during or after the downtime
  • In bad standing with SunriseNode (suspended services, abuse, unpaid invoices)

Claiming SLA Credit

  1. Open up a support ticket through the client area within forty-eight (48) hours of downtime being resolved
  2. Provide any other necessary information

Contact Us

If you have any questions about these Terms and Conditions, You can contact us:

By email: [email protected]

By visiting submitting a ticket: https://billing.sunrisenode.com/submitticket.php