Service level agreement

Availability targets

We target 99.99% availability for our network and colocation power. The service order defines the measured service boundary, applicable facility, reporting period and any exclusions. It also states what remedy applies if the target is missed.

Monitoring coverage

• IP transit: monitored 24 hours a day, seven days a week.
• Standard non-transit services: monitored 12 hours a day, seven days a week.
• Managed NOC: coverage hours and escalation are set in the managed-service agreement.

Incidents and maintenance

Report an incident to noc@informatiq.org with your service reference and the observed symptoms. The order states any acknowledgement or restoration commitments; this public page does not replace them.

We announce planned maintenance through the customer channel agreed in the service order. Urgent work needed to protect the network may require shorter notice.

Service credits

Any service-credit amounts, eligibility rules, claim period and cap are stated in the relevant service order. There is no single credit table that applies to every service and facility.

Claiming a remedy

Email noc@informatiq.org with the service reference and incident period. We review the claim against the service order and our monitoring records.