{"id":5462,"date":"2023-05-08T16:17:29","date_gmt":"2023-05-08T20:17:29","guid":{"rendered":"https:\/\/www.velocihost.net\/?page_id=5462"},"modified":"2024-01-26T10:36:47","modified_gmt":"2024-01-26T15:36:47","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/www.velocihost.net\/es\/legal\/service-level-agreement\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"\t\t
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Service Level Agreement (SLA)<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Home<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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This Service Level Agreement (SLA) is a part of the Master Services Agreement (\u201cMSA\u201d or Agreement) between Customer and VELOCIHOST.\u00a0 Capitalized terms used herein that are not defined in this SLA shall have the meaning attributed to them in the MSA.<\/span><\/p>

1.\u00a0<\/span>SERVICE COMMITMENT.<\/strong><\/p>

VELOCIHOST is committed to providing a reliable, high-quality network and compute infrastructure to support its high-performance cloud computing and network services (Services).\u00a0 As part of this commitment, VELOCIHOST is pleased to offer eligible Customers the following guarantees as concerns the Service in North America\u2019s Miami, FL USA datacenter. \u00a0<\/p>

2. GUARANTEES<\/strong><\/p>

A. NETWORK, SERVICE AVAILABILITY AND NOTIFICATION GUARANTEE<\/strong><\/p>

VELOCIHOST\u2019s network is designed for 100% availability and provides 99.99 uptime SLA.<\/p>

If Customer experiences Network Unavailability for more than 15 consecutive minutes, Customer will receive, at Customer\u2019s request, one (1) day Service Credit for each cumulative hour of Network and Service Unavailability in any calendar month.\u00a0 Provided the VELOCIHOST Network experiences at least one (1) hour of Network Unavailability in any given calendar month, additional Network Unavailability of less than one (1) hour will result in a proportional Service Credit.\u00a0 (Example:\u00a0 2 hours, 15 minutes of Network Unavailability will result in 2.25 days Service Credits.)\u00a0 Customer may obtain no more than one (1) month Service Credit for any given month.\u00a0\u00a0<\/p>

VELOCIHOST\u2019s Outage Notification Guarantee is to proactively notify a VPS, Bare Metal and GPU Servers Service Customer within 15 minutes after VELOCIHOST determines that Customer\u2019s Service is unavailable.\u00a0 VELOCIHOST\u2019s standard procedure is to ping the network infrastructure from off-net and on-net monitoring probes every minute.\u00a0 If a core, distribution, or access network device does not respond after ten consecutive ping cycles, VELOCIHOST will deem the Service unavailable and will contact Customer\u2019s designated point of contact by a method elected by VELOCIHOST (telephone or email).<\/p>

If VELOCIHOST fails to meet this Outage Notification Guarantee, Customer will receive, at Customer\u2019s request, one (1) day Service Credit for the Service with respect to which this Guarantee has not been met.\u00a0 Customer may obtain no more than one day Service Credit per day, regardless of how often in that day VELOCIHOST failed to meet the Customer Reporting Guarantee.\u00a0 Customer may obtain no more than one (1) month Service Credit for any given month.<\/p>

The unavailability of any service derived from customer firewall policies or application misconfiguration of the Services shall not constitute Network or Service Unavailability and Customer shall not be eligible for any Service Credits with respect to such unavailability. Nor will constitute service unavailability the interruption of services in compliance with VELOCIHOST\u2019s terms of service or applicable Master Services Agreement provisions.<\/p>

A.1. Service Commitment<\/b><\/p>

VelociHOST VPS and Bare Metal compute service provides a 99.99% uptime SLA per month.<\/p>

A.2. Service Credits<\/b><\/span><\/p>

Service Credits are determined based on a percentage of the fees you paid for the services which failed to achieve the promised Monthly Uptime Percentage during a billing period, which will be credited for 100% of lost time (effective downtime) at the hourly rate incurred.<\/p>

\u00a0<\/div>

B. NETWORK THROUGHPUT GUARANTEE.<\/span><\/strong><\/p>

For Dedicated Services customers only, the monthly average Network Throughput for data packets carried over the VELOCIHOST Network between datacenters and external networks is determined by customer service level specifications. External connectivity is guaranteed up to delivery of data packets to an external network. Once data packets have exited the VELOCIHOST network, and have traversed into a third-party, external network, it is deemed as delivered and not in VELOCHOST\u2019s responsibility.<\/p>

For multi-server deployments of dedicated, bare-metal, single-tenant services, VELOCIHOST\u2019s guarantees delivery of data traffic within the internal data center network at wire speeds, and per service plan bandwidth specifications data rate in bits per second.<\/p>

3. DEFINITIONS<\/strong><\/p>

Network Unavailability means the number of minutes that the VELOCIHOST Network or Service was not available to Customer, including the number of minutes that the VELOCIHOST Network was not available associated with any non-Scheduled Maintenance to the VELOCIHOST Network, server, or datacenter infrastructure.\u00a0 Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from: (a) problems with or maintenance on Customer\u2019s applications, equipment, or firewalls; (b) acts or omissions of Customer or an authorized user; (c) unavailability caused by companies other than VELOCIHOST, except VELOCIHOST-ordered third-party local circuits; or (d) Force Majeure.<\/p>

Scheduled Maintenance means any maintenance of the VELOCIHOST Network (or portion thereof) to which Customer\u2019s is connected that is performed during a standard maintenance window. Customers will be notified via Email at least two (2) business days in advance of any scheduled maintenance that is likely to affect their service.\u00a0 In most cases, maintenance performed will not take the full configuration window, however, VELOCIHOST will inform Customer as to anticipated duration in the maintenance notification E-mail.<\/p>

Service Credit means:<\/p>

  1. One (1) day Service Credit = 1\/30th of Customer\u2019s Monthly Recurring Charges.<\/li>
  2. One (1) week Service Credit = 7\/30ths of Customer\u2019s Monthly Recurring Charges.<\/li>
  3. One (1) month Service Credit = Full amount of Customer\u2019s Monthly Recurring Charges.<\/li><\/ol>

    4. SERVICE CREDIT CLAIM PROCESS.\u00a0\u00a0<\/b><\/p>

    To initiate a claim for Service Credit, Customer must contact VELOCIHOST\u2019s customer service within seven (7) business days after the end of the month for which credit is requested.\u00a0 The Service Credit request must provide: (a) the Customer name and contact information; (b) the date and beginning\/end time of the claimed outage or failed metric; and (c) a brief description of the characteristics of the claimed outage or failed metric.<\/p>

    Customer will be notified via e-mail upon resolution of the request.\u00a0 If rejected, the notification will specify the basis for rejection.\u00a0 If approved, VELOCIHOST will issue Service Credit to Customer\u2019s account, appearing on the next invoice issued.\u00a0 Multiple Service Credits will not be given for the same period of time, i.e., failure to meet multiple criteria during a period of time generates only a single Service Credit.\u00a0 The total number of all Service Credits for all failures to meet Guarantees occurring in a given month may not exceed the total Monthly Recurring charge actually paid by Customer for Service during that month.\u00a0 Service Credits will be credited against a Customer\u2019s monthly payment for Monthly Recurring Charges and may not be received in the form of a refund.<\/p>

    The Guarantees and Service Credits provided for in this SLA assume compliance by Customer with the terms and conditions of its MSA with VELOCIHOST, and the failure of Customer to comply with those terms and conditions may invalidate VELOCIHOST\u2019s guarantees provided herein.\u00a0 No credit is available for a Customer (a) that is blocking VELOCIHOST from pinging their service endpoints or hosts; (b) that does not provide the necessary evidence to enable VELOCIHOST to perform comprehensive troubleshooting; or (c) whose account is not in good financial standing with VELOCIHOST.\u00a0 VELOCIHOST is not liable for failure to fulfill its obligations hereunder if such failure is due to Customer\u2019s use of bandwidth in excess of the maximum amount specified in Customer\u2019s MSA, Customer\u2019s failure to comply with Acceptable Use Policy, or acts beyond VELOCIHOST\u2019s reasonable control, such as Force Majeure.<\/p>

    Velocihost Inc.<\/p>

    Last updated: January 9th, 2023.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    Get started now.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Service Level Agreement (SLA) This Service Level Agreement (SLA) is a part of the Master Services Agreement (\u201cMSA\u201d or Agreement) between Customer and VELOCIHOST.\u00a0 Capitalized terms used herein that are not defined in this SLA shall have the meaning attributed to them in the MSA. 1.\u00a0SERVICE COMMITMENT. VELOCIHOST is committed to providing a reliable, high-quality … Leer m\u00e1s<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2515,"menu_order":7,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-5462","page","type-page","status-publish"],"yoast_head":"\nService Level Agreement - VelociHOST<\/title>\n<meta name=\"description\" content=\"VELOCIHOST\u2019s network is designed for 100% availability and provides 99.99 uptime SLA.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.velocihost.net\/es\/legal\/service-level-agreement\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement - VelociHOST\" \/>\n<meta property=\"og:description\" content=\"VELOCIHOST\u2019s network is designed for 100% availability and provides 99.99 uptime SLA.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.velocihost.net\/es\/legal\/service-level-agreement\/\" \/>\n<meta property=\"og:site_name\" content=\"Dedicated Servers - 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