The IP6net Service Level Agreement (SLA) covers five components that support the availability of your service:

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    100% Network Uptime

    We guarantee that our data centre network will be available 100% of the time in a given month, excluding scheduled maintenance. The data centre network means the portion of the IP6net network extending from the outbound port on your edge device to the outbound port of the data centre border router and includes IP6net managed switches, routers, cabling.

    IP6net Promise: We will credit your account 10% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee for the affected server.

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    Infrastructure

    We guarantee that data centre HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.

    IP6net Promise: We will credit your account 10% of the monthly fee for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s).

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    Hardware

    We guarantee the functioning of all server hardware components and will replace any failed component at no cost. Hardware means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

    IP6net Promise: We will credit your account 10% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).

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    Virtual Machines

    We guarantee the functioning of all virtual server components . Virtual Machine means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related virtual hardware included with the virtual server.

    IP6net Promise: We will credit your account 10% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).

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    Web Hosting

    We guarantee that the platform that hosts your website will be functioning 100% of the time in a given month, excluding scheduled maintenance.

    IP6net Promise: We will credit your account 10% of the yearly fee for each 30 minutes of website downtime, up to 100% of your monthly fee for the affected website.

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    What isn't covered

    We like to be clear on what our SLA does and doesn’t cover so here are are of the things our SLA does not cover. Unless explicitly agreed any downtime relating to customer responsible software such as Content Management Systems, Plugins, Hacked Websites and customer maintained Operating Systems or Planned Downtime are not covered by our SLA. We take nightly backups of all virtual machines in our infrastructure for a minimum of 7 days. This is for our own Disaster Recovery use. Customers should regularly back their websites up. If you require the use of our backups this can be arranged but there is a charge for this service.

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    Credit Requests

    In the unlikely event you do need to make a credit request, IP6net customers should contact the helpdesk to formally request an SLA credit.