Service Level Agreement
Cumulative Downtime per SLA Tier per Month
Platinum
Tier 1
Gold
Tier 2
Silver
Tier 3
Bronze
Tier 4
Best Effort*
Tier 5
Hardware replacement¹
When does the SLA starts?
5%/hour
2 hours
5%/hour
8 hours
5%/hour
12 hours
5%/hour
24 hours
N/A
N/A
Network failure²
When does the SLA starts?
5%/hour
1 hours
5%/hour
2 hours
5%/hour
4 hours
5%/hour
8 hours
N/A
N/A
Extended scheduled maintenance³
When does the SLA starts?
5%/hour
1 hours
5%/hour
1 hours
5%/hour
2 hours
5%/hour
4 hours
N/A
N/A
Act of God/Regional Instability
ie: Revolution in Egypt, Tsunami in Japan
0 %
0 %
0 %
0 %
0 %
The "%" for each Tier is the refund on the base montly fee per hour for a single server, up to 50% of your monthly bill.
¹After BSN/OneProvider has confirmed a hardware failure. BSN/OneProvider has this *time* to proceed with the replacement. A reboot attempt has to be requested, and performed before concluding it's a hardware issue.
²It starts after the *time* of a confirmed network wide failure
³The *time* counts past the initial estimated and announced downtime, or for unscheduled and unannounced maintenance. ie: if BSN/OneProvider planned a 2 hours maintenance in Tier1, BSN/OneProvider is allowed to take an additional hour without having to issue compensation.
*No SLA applies in these locations. This is often due to a location being one of our emerging markets, or locations in which network, hardware and resolution standards are not up to par with the rest of the world.
NB: Please note that this SLA does not reflect, or affect the ticket and phone support hours or E.T.A.'s, and is subject to change at BSN/OneProvider's sole discretion.