Service level agreement

Availability commitment

We target 99.99% network availability per calendar month, measured at our edge. Power to colocated racks is committed at the same level, backed by A+B feeds and generator failover in both facilities.

How availability is measured

Availability is measured in whole minutes across a calendar month. A minute counts as unavailable if we cannot pass traffic to or from your service for the entire minute. Partial degradation, such as elevated latency or packet loss below 2%, is handled as a fault rather than as downtime.

Service credits

If we miss the target in a calendar month, you can claim a credit against that month.

• Below 99.99% and at or above 99.9%: 10% of the monthly charge.
• Below 99.9% and at or above 99.5%: 25% of the monthly charge.
• Below 99.5%: 50% of the monthly charge.
• Credits are capped at 100% of the monthly charge for the affected service.

What is excluded

• Scheduled maintenance announced at least five working days in advance.
• Emergency maintenance required to preserve network integrity or security.
• Faults in your own equipment, software or configuration.
• Faults in a third-party network beyond our edge.
• Suspension under the acceptable use provisions of our terms.

Maintenance windows

Planned maintenance is scheduled outside business hours where possible and announced in advance by email and on our status page. We aim to make maintenance non-disruptive; where it cannot be, we say so in the notice.

Response times

• Service down: acknowledged within 30 minutes, 24/7.
• Service degraded: acknowledged within 2 hours, 24/7.
• Non-urgent request: acknowledged within one working day.

Claiming a credit

Email noc@informatiq.org within 30 days of the end of the affected month, with the service and the dates concerned. We will check our own monitoring; you do not need to prove the outage to us. Approved credits are applied to your next invoice.