Service Level Agreement

99.9% Network Uptime Guarantee
In the event that network connectivity for your contracted services is unavailable for any amount of time, beyond the 0.1%, outside of the Scheduled/Announced Maintenance periods in any calendar month, one full day’s service credit will be awarded for each hour of downtime.  The maximum credit awarded in any calendar month will not exceed 100% of that month’s service fees.

99.9% Power Uptime Guarantee
In the event that power for your contracted services is unavailable for any amount of time outside of the Scheduled/Announced Maintenance periods in any calendar month beyond the 0.1%, one full day’s service credit will be awarded for each hour of downtime.  The maximum credit awarded in any calendar month will not exceed 100% of that month’s service fees.

Exceptions
Customer shall not receive any credits under this SLA in connection with any failure or deficiency if caused by or associated with:

Circumstances beyond RapidVPS LLC reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications, upstream providers 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.

Failure of access unless such failure is caused solely by RapidVPS LLC scheduled and emergency maintenance and upgrades.

DNS issues outside the direct control of RapidVPS LLC.

Claims
All claims for credit under this guarantee must be submitted to the RapidVPS LLC via Help Desk ticket and should be received no later than 7 days after the incident to which they relate.  Customer must be current on all invoices in order to receive credit and all SLA credits will be applied to the next month’s invoice.

Outages claims will be validated using virtual machines hosted by a 3rd party that poll the RapidVPS LLC network every 5 minutes for latency and bandwidth.

Power claims will be validated using virtual machines hosted by a 3rd party and poll the RapidVPS LLC PDU/Power System every 5 minutes for usage.