Service Level Agreement

As per this Service Level Agreement (from here on referred to as “SLA”), ANTIDOS guarantees a 99.9% monthly network uptime, power and cooling availability to our dedicated servers. Terms and conditions apply.
ANTIDOS 99.9% Network Uptime SLA consists of the following four parts:

Global Internet Connectivity – Connectivity from ANTIDOS to the outside internet.

Private Network Connectivity – Connectivity between privately routed networks within ANTIDOS.

Cooling – Proper cooling of the servers in the datacenters.

Power – This includes the power which powers the servers in the datacenters.

Network Service Level Credit Chart

NETWORK/POWER/COOLING UPTIME	SLA Credit based on Performance Degradation
99.999% and above	0%
99.0 – 99.999%	25%
98.0% – 99.0%	50%
97.0% – 98.0%	75%
97.0% and below	100%

SLA Terms and Conditions

ANTIDOS offers Service Level credits that can be utilized in future billing cycles only.

Service Level credits are not transferrable and cannot be exchanged for currency of any kind.

Service Level credit is calculated from the time a ticket is opened to the time the issue is resolved.

Any customer account not in good standing on payments is not eligible for Service Level credit.

Any customer account which has had been out of good standing on payments 3 times or more within 12 months prior to the outage is not eligible for Service Level credits.

Any customer server disconnected due to violation of the AUP/TOS is not eligible for Service Level credit.

Any customer making false Service Level credit claims may be charged a $50 administrative fee per offense.

All SLA claims must be made within seven days of the network downtime.

Service Level credits may take up to 15 days to authorize, process, and deposited to the customer’s account.

Service Level credits may not exceed the full monthly amount of the server they are being applied to.

Service Level credit claims can only be made by an authorized user on the account.

All other unauthorized claims will not be entertained.

Service Level credits may not be stacked, i.e. claiming SLA credit on both uplink downtime, as well as power downtime during the same incident.

In no way does the ANTIDOS SLA include software of any sort. Operating system reloads do not qualify in any way for a Service Level credit.

Any failure outside of the ANTIDOS network itself, including bandwidth carrier outages, are not eligible for Service Level credit.

Scheduled maintenance of the ANTIDOS network is not eligible for any form of Service Level credit.

Natural disasters of any kind, fiber cuts, or any other calamities outside ANTIDOS’s control are not eligible for Service Level credit.

*ANTIDOS reserves the right to change or revise the SLA without notice.