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Service Level Agreement
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Updated : April, 8 2024
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Service Level Agreement ("SLA")
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This Service Level Agreement (“SLA”) is an integral part of the Terms of Service (“TOS”) agreed upon by ByteNAP Networks LLC (operating under the trade name “SSD Grow”) and its direct Customers. This SLA does not extend to third parties who do not have a contractual relationship with ByteNAP Networks LLC.
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SLA Coverage and Credits:
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- Uptime Commitment: SSD Grow commits to 100% uptime on all Public Network services, Client Area access, and infrastructure stability including power and HVAC systems in compliance with this SLA.
- Scheduled Maintenance: To maintain optimal service quality, SSD Grow will perform scheduled maintenance on the network, client area, and hardware. Downtime incurred due to scheduled maintenance or Force Majeure events will not be eligible for SLA credits.
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Credit Eligibility and Calculation:
LA credits apply monthly and are calculated based on the actual downtime experienced by the Customer, measured in continuous, uninterrupted 30-minute intervals. If the Customer experiences less than 30 continuous minutes of downtime, these periods will not qualify for SLA credits and cannot be aggregated.
- Public Network: For each 30-minute interval of downtime on the Public Network, a credit of 5% of the monthly service fee will be applied.
- Client Area: For each 30-minute interval of downtime in accessing the online client management area, a credit of 5% of the monthly service fee will be applied.
- Power and HVAC: For each 30-minute interval of downtime affecting power and HVAC services, a credit of 5% of the monthly service fee will be applied.
- Claim Procedure: To claim an SLA credit, the Customer must submit a detailed ticket via the Billing Department on the SSD Grow Client Area portal at https://console.ssdgrow.com within seven (7) days of the outage. The ticket must include the service type, IP Address, contact information, and a comprehensive description of the service interruption, including logs if applicable. The claim will be reviewed, and if approved, a credit will be applied to future billing cycles.
- Restrictions on Credit Usage: The total amount of SLA credits applied cannot exceed the Customer’s total monthly service fee for the month in which the outage occurred. Credits are non-transferable and cannot be bartered or sold. Please allow up to fourteen (14) days for the processing of SLA claims.
- Ineligibility for Claims: Customers with accounts in arrears, or those who have been in arrears three or more times within the preceding twelve months, are not eligible for SLA claims. Furthermore, accounts must be free from abuse issues before any valid SLA claims are credited. Customers engaging in malicious or aggressive internet activities resulting in attacks or counter-attacks will also be ineligible for SLA claims and may face suspension under the terms of the AUP.
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Prohibited Applications and Services:
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Certain applications and services are prohibited on our servers due to their heavy resource consumption and legal implications:
- File Sharing and Torrents: Services such as BitTorrent are not permitted.
- Anonymizing Services: Open proxy services and TOR nodes are prohibited.
- Gaming Servers: Running servers for games such as Minecraft, Runescape, or similar is forbidden.
- Chat Servers: Applications like Teamspeak and Chobots, which are prone to attracting DDoS attacks, are also banned.
- Cryptocurrency Mining: Engaging in mining digital currencies is disallowed due to its intensive CPU demand.
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Downtime Exclusions:
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The following are not eligible for SLA credits:
- Downtime caused by the Customer’s actions or inactions.
- Outages less than 30 continuous minutes.
- Downtime during scheduled maintenance or due to Force Majeure events.
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Misuse of SLA Claims: Customers found to be making false or repetitive claims will incur a charge of $50 per incident, and such behavior may result in suspension of service under the terms of the TOS.
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Infrastructure Guarantees: SSD Grow ensures redundancy in all critical systems, including network connectivity, power supplies, and HVAC systems, to support our commitment to provide 100% uptime.