Servstra will provide to each client dedicated server and cloud server, 100% uninterrupted transit to the Internet and 100% uninterrupted access to electricity. Servstra offers clients the following considerations in the event that Servstra fails to provide this level of service:
Should transit to the Internet or power to a client dedicated server or become unavailable for a cumulative period of up to 10 minutes in any month of service, the client will be entitled to receive account credit equal to 5% of the client's Recurring Monthly Fees for the affected services.
Should transit to the Internet or electricity remain unavailable for a cumulative period beyond 10 minutes, the client will be entitled to an additional account credit equal to 5% of the client's Recurring Monthly Fees for each affected service for each cumulative 1 hour period that Internet transit or power is unavailable.
All credits pursuant to section 2 above shall be calculated in 1 hour periods. Any and all credits issued in accordance with this SLA during any one month's time related to any single dedicated server or cloud server shall not exceed 100% of the Recurring Monthly Fees for that single dedicated server or cloud server that would otherwise be payable to Servstra during that month for the affected services.
No part of this agreement covers outages or other service interruption that is caused by equipment and/or events that are caused by or under the control of the client. No part of this agreement shall cover loss of power to a server as a result of the client's utilization of remote power management tools that may be made available to them by Servstra.
No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack. No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance. All scheduled or emergency network and systems maintenance will be announced via the News tool in the Servstra client portal, located at https://my.servstra.com/. Clients are encouraged to regularly check this page for upcoming network and systems maintenance announcements.
No account credit shall be issued until an SLA credit request is made by the client. All requests for credits must be made within 5 days of the incident. All requests for credits must be made by creating a ticket with our Accounts team at https://my.servstra.com/.