Michtine Labs, Service Level Agreement

Michtine Labs Service Level Agreement

Michtine Labs guarantees a 99.9% network uptime. If we fail to meet this guarantee in any given month, we will give you a pro-rated credit for the down time.

This guarantee applies to unscheduled outages, and does not apply to scheduled maintenance. We are not responsible for downtime caused by the client, ISP or local connection problems, 3rd party services such as MySQL, Apache, PHP, etc, unpaid invoices, abuse notifications, violations of the terms of service, acts of Force Majeure, or other outages outside of our control.

The credit is based on the underlying hosting fees, not including any add on products such as dedicated IP, secure SSL, etc.

To receive an SLA credit:
·Your account must be in good standing.
·You must submit a ticket to our billing department requesting credit within 5 days of the outage.
SLA Credits As Follows:
·99.9% - 100% uptime: No credit
·99.5% - 99.8% uptime: 5% credit
·99.0% - 99.4% uptime: 10% credit
·98.0% - 98.9% uptime: 15% credit
·95.0% - 97.9% uptime: 25% credit
·94.9% uptime or less: 100% credit

To receive a credit open a ticket to our billing department in accordance with this SLA.