Service Level Agreement

Service Level Agreement

  1. Our Standard of Service. The Services are covered by our SLA applicable to your service. This SLA provides your sole and exclusive remedies for issues related to delivery of affected Services. We agree to provide the remedies and credits set out in the SLA, and you agree to look to it only for covered issues.

    Our Premium Network is designed with built-in redundancy at every level to avoid disruption to our service in the event of a failure of any element, or even more than one element. We can therefore provide you a guarantee that your service will operate without interruption due to any factor under our control for at least 99.995% of the time, and that should such an interruption occur, we will credit you the full amount due to you in accordance with the table below.

    In the event that the services you have purchased do not function in accordance with their Service Description due to a fault in our network, data center HVAC, or power supply provision your account will be credited as set out below.

    Our SLA does not apply to Services on our Volume Network

  2. Obtaining your credit:
    1. The customer will open a ticket regarding the outage with information about their service and how it relates to the outage. Information such as service IDs and IP addresses are sufficient, monitoring logs etc.
    2. Ingenuity Cloud Services can take up to 5 days after the outage claim ticket determine the amounts allocated to each customer.
    3. Ingenuity Cloud Services’s decision on the SLA credit is final.
    4. Ingenuity Cloud Services will contact you through your ticket inside the system. The credit will go towards your next invoice renewal.

    To claim a credit, the customer must claim within 14 days of the outage in order to be eligible. The customer must pay all open invoices even with an outage claim outstanding. Account credits will not be given to the customer until they have followed the instructions above in regards to claiming your credit.

  3. This SLA does not extend to the following:
    • Scheduled maintenance windows and emergency maintenance windows
    • Server shutdown due to account suspension
    • Factors outside our control, such as force major events, failure of our upstream providers or your ISP
    • Software running within your servers
    • Hardware failure
    • Actions of third parties, such as server compromises and viruses
    • Distributed Denial of Service attacks (DDoS) that result in partial outages. Full network interruptions from DDoS are included unless one of your services is involved as either target or source. Small packet loss and latency increases are not SLA eligible.
    • Violations of our Acceptable Use Policy and Terms of Service
    • User activity errors
    • Volume Network Services
  4. Credit Table
    % Uptime % Credit
    99.99-100% 0%
    99.91-99.98% 3%
    99-99.9% 7%
    97-98.99% 15%
    95-96.99% 30%
    Less than 94.99% 50%

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