Service Level Agreement
Server Uptime
Server Uptime is the total time in a calendar month that a HostNexus server is available through the
Internet, provided that Client has established connectivity. HostNexus takes responsibility for Server and
Network availability within their network, however, we cannot be held liable for upstream problems, outside
of our network. Our guarantee is that our Servers and Network will be available to clients free of Network
Outages, that render 100% packet loss, 99.9% of each calendar month.
Network and Server Outages or Unscheduled Downtime
Network or Server Outages or Unscheduled Downtime is any unplanned or unscheduled interruption in Service
availability during which the Client is unable to access the services as described in the section titled
"Server Uptime" above. A Network or Server Outage is defined as a period in which 100% packet loss to our
network is experienced, which is determined to have been caused by a problem in HostNexus's Network as
confirmed by HostNexus. Downtime or outages are measured as the total length of time of the unplanned
interruption in service availability in a calendar month.
Scheduled Downtime
Scheduled Downtime is any HostNexus scheduled interruption of Services, for the purpose of network and
server upgrades, or replacement of any equipment in order to provide for you better service. Scheduled
downtime occurs during notified downtime periods, with as much advance warning as possible although in
emergency situations little advance warning may be given.
SLA Violation Credit
SLA Violation Credit occurs when our uptime guarantee is not met. Downtime is measured from the time
the network is 100% unreachable, until service is once again restored. Credits are based on the following
scale:
