Service Level Agreement - SLA
In case the performance of the virtual server is verifiable below 100% and ACTIVE 24 is to blame, the customer has the right to claim compensation, given as charge deduction on the upcoming invoice period.
It is not possible to give compensation in the following cases
- All kinds of malfunctions for which ACTIVE 24 is not accountable.
- For all obligatory server or network infrastructure maintenance, conducted in shortest time possible with a minimum impact for the server performance. (Usually done during midnight hours)
For the total monthly outage sum we count all down-times longer than 10 minutes. Charge deductions are given always on the upcoming invoice period.
Charge deduction is given according to the following scheme:
| Monthly server performance | Outage | Charge reduction given | ||
|---|---|---|---|---|
| % | minutes |
hours | % | |
| 99,70 | 128 | 2,13 | 5 | |
| 98,81 | 512 | 8,53 | 10 | |
| 97,63 | 1024 | 17,07 | 15 | |
| 95,26 | 2048 | 34,13 | 25 | |
| 90,52 | 4096 | 68,27 | 50 | |
| 81,04 | 8192 | 136,53 | 100 | |
