Service level agreement
1.1 This SLA is valid in addition to the general terms and conditions (“the Agreement”) and the additional terms and conditions (“the Addition”) regarding VPS services, both available on Binero’s website.
1.2 Binero monitors your server’s internet connection and hardware around the clock. If anything happens an alarm to one of our technicians standing by is activated.
1.3 If you report an error and the error is not due to anything within Binero’s responsibility we will charge you for every initiated working hour for fixing the error in accordance with our price list.
1.4 If we do not follow the terms and conditions regarding the internet connection and the hardware when delivering the Service, we will extend your subscription with a time corresponding to the size of the compensation you are entitled to. You are not entitled to any other compensation.
1.5 Binero will inform you of planned maintenance on networks and/or hardware no later than two days before the interruption. We will inform you of planned maintenance primarily through our website and sometimes via an e-mail. Planned maintenance is not downtime if Binero has informed you of the planned maintenance no later than two days in advance.
1.6 If the Service is down you have the right to compensation in accordance with what is indicated in the chart below. To be entitled to compensation you have to make a request of compensation within 30 days after the error was fixed. If you have not paid for the Service, or if you do not follow any of the other terms and conditions regarding the Service, we are not obliged to pay any compensation to you.
1.7 Compensations for downtime regarding internet connection, infrastructure and/or hardware cannot be combined. We calculate your compensation from the actual downtime of your Service. This is the only compensation you are entitled to regardless of cause.
1.8 Highest possible compensation is 100 % of the time the Service did not function. The compensation cannot exceed this rate. You are not entitled to compensation for interferences caused by your applications, unless these interferences are related to downtime of any systems that we are responsible for.
1.9 This SLA does not apply where other forms of interferences that can cause downtime, such as problems with operating systems, software or code, occur. Futhermore, this SLA does not apply when interferences are caused by anything outside Binero’s control, for example problems with other internet service providers than the one Binero is hiring.
| Measure |
Office hours* |
Other times
|
| Response time ** |
60 minutes |
No SLA |
| Support |
Open |
Closed |
| Notice of error |
Open |
Closed |
| Active correction attempts hardware and infrastructure*** |
Yes |
Yes |
* Office hours includes non holiday Mon-Fri 8-17.
** Maximum time before commencing error-localization after the error report has been confirmed by our support staff.
*** Active correction attempts regarding your virtual server is outside the commitment.
| Monthly uptime less than % |
Downtime calculated in minutes |
Compensation in % of monthly fee |
|
|
|
| 99,93 |
32 |
5 |
| 99,85 |
64 |
10 |
| 99,70 |
128 |
20 |
| 98,81 |
512 |
40 |
| 95,26 |
2048 |
50 |
| 90,52 |
4096 |
100 |