SLA Credit Claim :
To properly claim an SLA credit due, the Customer's master administrative user must open an SLA ticket located inside the Customer portal at CLIENT AREA within seven days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs, if applicable. The SLA claim will be researched by the appropriate Odisha Hosting department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on future billing cycles. SLA credits shall not be bartered or traded with other Odisha Hosting customers. Please allow up to fourteen (14) days for the process of SLA claims.
SLA Credit Fault :
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims. Valid SLA claims will not be credited to the Customer's accounts until all abuse issues are resolved. Any Customer making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the TOS and may be subject to service suspension. Customers participating in malicious or aggressive internet activities, thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be deemed in violation of the AUP.
Odisha Hosting guarantees 99.9% uptime on all Public Network services to Customers located in our data centers. All Public Network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs. Specific guarantees with SLA information are listed in Table A below.
- Network Uptime
- 99.9%
- 99.8% - 99.5%
- 99.4% - 99.1%
- <= 99%
- SLA Credit
- Guaranteed
- 20%
- 60%
- 100%