Knowledgebase: General Information
Service Level Agreement
Posted by Chris E, Last modified by on 01 March 2010 02:10 PM
Service Level Agreement overview

PCSmart Group offers a basic Service Level Agreement (SLA) against all of our Web Hosting, Virtual Private Server and Dedicated Server products. Our SLA guarantees a minimum of 99.9% network availability during any 1 full calendar month.

While we strive to ensure service availability to you at all times, we shall not in any event be liable to interruption of service, otherwise known as "downtime" due to reasons outside of our control.

This includes, but is not limited to:
- Natural disasters
- Hardware failure
- Planned maintenance
- Mass network disruptions including DoS/DDoS attacks
- Issues affecting a segment of the datacentre facility.

What compensation will I recieve?

Should we fail to meet our target of 99.9% network availability, customers are eligible to have their account credited based on the percentage of downtime against 1 full calendar month and the cost of 1 month of service. These credits are available on a case-per-case basis only, and a ticket must be submitted to billing within 48 hours of the incident.

99.89% - 99.5% Uptime = 10% Credit
99.4 - 99% Uptime = 20% Credit
Less than 99% Uptime = 1 Full month's credit

Additional Service Level Agreements

Depending on your requirements we may be able to offer a high level of coverage under our Service Level Agreement, including Hardware Replacement and reactive response. Contact billing for further details.