Service Level Agreement

Service Levels

Targeted service level is 99.9% up time during each calendar month.  Upgrades and other required outages (eg. monthly operating system patches) are not covered by the service level, provided that at least 24 hours’ notice is given to the Customer by Ripe and the customer agrees that the outage is necessary.

Service Level Guarantee:

Ripe is committed to providing superior network performance and the highest quality of care for our customers. Our goal is to provide Service Level Agreements (“SLA’s”) that provide our customers with superior service. During the term of a Service Order, Customer shall have a SLA for any Downtime reported to Ripe by the Customer. Other than as provided in this SLA, Ripe shall not be liable for failure or delay in performing its obligations hereunder if such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of any government authority, war, sabotage, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or delay in telecommunications, upstream provider(s) or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of Services.

99.9% Uptime Guarantee: In the event of downtime, Ripe will credit the Customer’s account as described in the table below.

 

SLA Hours in Month Equivalent % Rebate of Monthly Management fee
0.00 – 0.75 100.0% – 99.9% 0%
0.75 – 3.60 99.9% – 99.5% 25%
4.61 – 7.30 99.5 – 99.0% 50%
7.31 or greater 99.0% or less 100%

We monitor at least one site on each server using a third party service (Site24x7) every 3 minutes.  We get alerted to outages by SMS and email and use the monthly reports provided by this service to determine the SLA achieved.

NOTE: The rebate only applies to the server fee – data transferred during the month will still be charged in full.

Exclusions:

Errors Caused by the Customer

Where:

  • Ripe can demonstrate to the Customer’s reasonable satisfaction that an error, fault or defect in the Hosting Environment is directly attributable to the Customer’s misuse or incorrect use of the Hosting Environment; and
  • the Customer nevertheless requests Ripe to rectify the relevant error, fault or defect,

Ripe must perform the rectification work and will be entitled to charge the rate agreed between the parties at the time of the Customer’s request (or if no such rate has been agreed, Ripe’s standard hourly).

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