Service Level Agreement (SLA)

Service Level Agreement (SLA)


Network SLA


Obtrix guarantees a 99.9% monthly network uptime per this Service Level Agreement (from here on referred to as "SLA"). Please note that terms and conditions apply.

Obtrix's 99.9% Network Uptime SLA consists of 4 parts:


* If the outages in one month total less than 0.1%, no credit is given.
* If the outages in one month total more than 0.11%, 1 day worth of service credit is given.
* Every hour of downtime thereafter will result in 1 days worth of service credit up to a maximum of 30 days.


Hardware SLA



• Time limit does not include time spent diagnosing or troubleshooting potentially damaged hardware
• Time limit does not include restoration time in the event that a software or backup restoration is required after a hardware failure

* If the time taken to replace the failed hardware is less then 4 hours, no credit is given.
* If the time taken to replace the failed hardware is more then 4 hours, 1 day worth of service credit is given.
* Every hour of downtime thereafter will result in 1 days worth of service credit up to a maximum of 15 days.



Terms and Conditions






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