This Service Level Agreement (“SLA”) applies only to Itecs Network Server Colocation and Dedicated Server customers agreeing to a Minimum Service Period of one year or more.
For each cumulative hour of Network Unavailability exceeding one hour in a calendar month, at Customer’s request, Customer’s account will receive a credit for the pro-rated charges for one day of the Monthly Recurring Fee to a maximum of 50% of the Monthly Recurring Fee for the service. All Network Unavailability credit calculations will be based on unavailability in one-hour increments or faction thereof.
This agreement does not cover outages caused by equipment and/or events not under the direct control of Itecs Outsourcing, LLC. (“Itecs”) or caused by individuals not directly employed by Itecs. This SLA does not cover outages due to scheduled or emergency network and/or facility maintenance and will not exceed one (1) hour per month.
Itecs reserves the right to amend the SLA from time to time effective upon posting of the revised SLA to the URL or other notice to Customer; provided that in the event of any amendment resulting in a material reduction of the SLA’s service levels or credits. Customer may terminate their service agreement without penalty by providing Itecs writing notice of termination during the 30 days following notice of such amendment.