The company LinuxMeta (“LinuxMeta.com”) offers a 99.99% network uptime guarantee via this Service Level Agreement based on network. Collectively, these guarantees may be referred to as the “SLA.”

Please note that some terms and conditions may apply.

A) Limitations

1. The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network outage, for any reason and whether or not such outage is caused by us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of 24 hour notice or in the event a time critical patch/update must be applied as long as the outage/packetloss does not exceed 10 minutes.
2. Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.

B) Request Criteria

The following criteria must be met to qualify for SLA credit:

1. Clients must send in request for credit within 72 hours of outage.
2. Clients must have account in good standing at the time of request.
3. Servers disconnected for nonpayment/abuse/other at time of outage do not qualify for credit.
4. Credit will not exceed 100% of billing in a thirty day cycle.
5. Scheduled network maintenance is not eligible for SLA credit.
6. Any failure outside of our network itself, including bandwidth carrier outages, are not eligible for SLA credit.
7. Natural disasters, Wars, Terrorist Acts, or other events outside the control of LinuxMeta and its partners are not eligible for SLA credit.

C) Network Uptime SLA

1. SLA credit is calculated from the time a ticket is opened regarding the issue to the time the issue is resolved.
2. All SLA claims must be made with the sales department, and will be issued as account credits.
3. SLA credits may not exceed the full monthly amount of the server they are being applied to.