Last Revision: 3 October 2022
The Provider alleges to provide and ensure a standard operational and performance guarantee over their services and network. Said guarantee is an assurance of service availability which if not upheld entitles the Client affected perks, refund or any applicable remedy. This guarantee is the Service Level Agreement herein “SLA”.
Herein are definitions applicable to this SLA and only this:
‘“Service”(s)’ Any commercial offering towards the Consumer by the Provider;
“Uptime” The state where a Service is operational and reachable according;
“Downtime” The state where a Service is un-operational and unreachable;
“Maintenance” The state where a Service is un-operational and unreachable due to modifications, upgrades or hard/software fixes by the Provider.
“Account Credit” Non cash-guaranteed or non cash-valued billing system based credits redeemable via scalablade.com/billing/login
The guarantee of this SLA is the Uptime according to the Grafana or Status Page of Service(s) to be 99.95% or over.
If said guarantee is broken is the Client entitled to 200% of Account Credit limited to a Downtime of 24 hours at a time, with a minimum of 12 hours before the Client may be entitled to the 200% Account Credit. This 200% Account Credit makes the SLA guarantee a 200% on 99.95% SLA which may be advertised as any of the two.
The % shall be counted proportionally to the billing period and price of the Service which was victim of a breach of guarantee.
The guarantee is not broken if any of following affected the Downtime:
An ‘Act of God’ according to the Service’s location and or the United Kingdom.
Provider or any Maintenance of the Service.