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A 100% uptime guarantee via this Service Level Agreement based on network and host node availability will be offered by SICloud. The abovementioned guarantees may be referred to as the "SLA" collectively. We provided this SLA as a supplement to the Hosting Terms and Conditions You agreed to as to becoming a SICloud customer, which is hereby incorporated by reference as an intergral part of this SLA.
This uptime guarantee is applicable on a per-service-item basis and is not applied to Your entire invoice. For instance, if You have twenty (20) servers with Us, and one (1) of those servers experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) server's downtime instead of Your entire account with Us. This uptime guarantee does not is not applicable the accessibility of SICloud's web properties, DNS servers, API, or control panel.
SICloud does not proactively monitor the packet loss or transmission latency on a specific customer basis. SICloud does, however, proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN. If in any event SICloud discovers (either by its own endeavours or after being notified by You) that You are experiencing packet loss in excess of one percent (1%) ("Excess Packet Loss") between your instance and one hop from SICloud's border router(s) (first hop of egress providers router) vis a support ticket you notify SICloud (or SICloud has notified You of such event), SICloud will make any efforts necessary to make an determination about the source of the Excess Packet Loss/Latency.
The uptime guarantee is ONLY applicable to network and instance availability during operation under normal conditons. The uptime guarantee is NOT applicable to server-side software uptime. Any outage as a result of the operating of server software or systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non-"host node"outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. When a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time critical patch/update must be applied as long as the outage/packet loss does not exceed ten (10) minutes, this uptime guarantee is not applicable.
What's more, none of the guarantees in this SLA may be combined. For example, a network-disruptive activity due to a hardware outage does not qualify You for two (2) separate credits. In such example, a hardware outage was the basis for the connectivity loss, the entire event will count as one separate outage for the purpose of determining applicable credit.
According to the procedure listed below, a support ticket must be initiated and such a ticket shall request a credit be applied to your account. Merely initiating a support ticket related to an outage does not add any credit to your account. Initiating a support ticket and requesting a credit is the prerequisite of any potential credits; however, SICloud will still determine, in its sole discretion, as to whether or not an credit-eligible outage has occurred. If SICloud determines that such outage has occurred, then the ticket you initiate will be used to as a basis to generate a credit using the table below:
Outage Time FrameCredit Amount
Less than 9 minutes 12 Hours
10 – 59 minutes 24 Hours
60 – 119 minutes 48 Hours
120 – 239 minutes 120 Hours
240 – 419 minutes 240 Hours
420+ minutes 672 Hours (1 Month)
To receive any credit offered under this SLA, a support ticket must by initiated by you related to the event AND expressly request that We issue a credit. PLEASE DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Since your outage may be completely irrelevant to SICloud's services, so unless You reach out to Us via a support ticket, We may not be aware the existence of any problem. Outages due tot or related to hardware or other services or events not under SICloud's control are not eligible for any guarantee or credit offered under this SLA.
You may initiate such support ticket via e-mail to service [at] mail [dot] sicloud [dot] hk, or the www.sicloud.hk interface. Whichever method You choose, You MUST obtain a SICloud ticket number as proof that you initiated a support ticket related to the outage, and the support ticket MUST ask for a credit related to the outage. As stated herein, the timestamp on the support ticket will mark the beginning of an outage should SICloud determine that an eligible outage occurred. If SICloud was aware of the issue before You were, SICloud may notify You of the outage. In such instance, You must still initiate a support ticket to confirm that You are aware of the outage, and such support ticket must still also request a credit. To be clear, You must have a support ticket number in order to receive any credits under this SLA.
All other terms, limitations, exclusions, disclaimers and requirements contained in SICloud's Hosting Terms and Conditions apply to this SLA are acknowledged and consented by You.
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