Service Level Agreement (SLA)
100% Network Uptime Guarantee
Applied Innovations (Appliedi) maintains a strong commitment to stability and reliability. We are pleased to make this Guarantee and Service Level Agreement (SLA) part of your contract with us. This SLA sets out our responsibilities, and your rights, should we fail to meet the service criteria set out below. We each agree to look solely to this SLA for web site availability and other items covered below.
Appliedi agrees that our Network will be available 100% of the time in a given month, excluding scheduled maintenance. This includes functioning of our network infrastructure, including routers, switches and cabling (Network). It excludes software running on your server. It applies both to customers who contract with us directly and to resold Services. Should we incur a Network outage, we will credit you 5% of your monthly fee for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment). Credit will be applied toward your next account invoice. The Credit cannot exceed the amount you paid us for 1 month of service, regardless of the amount due. Network downtime exists if your server is unable to transmit and receive data and a ticket is opened for the incident in our ticketing system.
In order to take advantage of our SLA, you must notify us of your intent to claim credit within 3 days of the beginning of the event for which seek credit. You must be current on all Fees due us at the time of the event, and when the credit may be applied, and in compliance with all contracts between us.
While we strive to meet the objectives set out in the SLA, it does not apply to events outside of our actual control. While it is impossible to identify all events that may be outside of our control, excluded events include, but are not limited to, acts of God, shortages of supplies, denial of service attacks, software bugs, or any other circumstance beyond our actual control.