SLA (Service Level Agreement)

VIRTBIZ, as a provider of hosting and colocation services, strives for 100% reliability. Of course, in the real world and despite best efforts, failure does occasionally occur. This Service Level Agreement (SLA) outlines our guarantee of service availability, procedure for determining failure, and remedy to you, our customer, in the event of an outage.

NETWORK SLA

VIRTBIZ guarantees 100% network uptime to any VIRTBIZ client in good standing. Network uptime is determined by the availability of the VIRTBIZ core network (ie: border routers, edge routers, customer switching routers) to our network of 9 worldwide monitoring stations. Monitoring is performed by individual stations in a round-robin manner. Aggregated network uptime is displayed on our website under Network Tools and accessible by customers at all times. If any single station detects an error, the next station in line will check and the combined results are cross-checked by a 3rd station. In this manner, all reported incidents are confirmed by at least 2 stations.

Account credit shall be the sole and exclusive remedy in the event of a confirmed period of downtime. For customers that experience between 95% to 99% uptime for a given billing period, 10% credit shall be issued. For customers that experience between 90% to 94.9% uptime for a given billing period, 20% credit shall be issued. A maximum of 50% credit shall be issued for customers experiencing uptime of 89.9% or less.

In order to be eligible for credit, a customer request must be made in writing and delivered via USPS or courier within 5 business days from a downtime occurring. Late requests or submissions of other means may not be considered or honored. Credit requests are typically processed within 60 days of receipt. Once processed, if approved, credit will be applied to the customer account.

POWER SLA

VIRTBIZ guarantees 100% electrical power availability to dedicated electrical circuit customers via utility feeds, UPS, and/or emergency generator. In the event of a failure, one day of credit shall be issued for each hour of power downtime.

Dedicated electrical circuit refers to any electrical circuit between the customer equipment and the next upstream distribution center or circuit breaker panel that is provided for the sole use of a single customer and is not shared with any other customer.

Customer provided hardware including, without limitation, power supply, PDU, UPS, power strip, surge protector or other related equipment is not covered.

In all cases, VIRTBIZ retains sole discretionary power when determining if a guarantee has not been met.

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of website Availability caused by or associated with:

circumstances beyond the reasonable control of VIRTBIZ, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
failure of bandwidth providers or access circuits to the VIRTBIZ network, unless the failure is caused solely by VIRTBIZ;
Scheduled Maintenance and Emergency Maintenance periods;
false SLA breaches reported as a result of outages or errors of any measurement system;
outages elsewhere on the Internet that hinder access to your account;
DNS issues outside the direct control of VIRTBIZ;
Reasons of Force Majeure;

Scheduled Maintenance shall mean any maintenance of which customer is notified 48 hours in advance and is performed during a standard maintenance window from 11 PM to 4 AM local time of the data center. Notice of Scheduled Maintenance will be provided to customer's designated point of contact by email. Emergency Maintenance may have less than a 24-hour notification period. Emergency maintenance may be performed at any time, with or without notice as deemed necessary by VIRTBIZ.

In addition, creditable outages do not include unavailability resulting from

Any customer provided supplies, equipment, applications, or software.
Acts or omissions of customer.
Any outside use or user of the service authorized by a customer.

This SLA is subject to change at the sole discretion of VIRTBIZ, without notice to customer. The most recent revision of this document will be posted to this web site. All changes made to the SLA will be effective five (5) days after the first publishing date.

This SLA in no way construes the VIRTBIZ will guarantee performance against failures of application specific failures, such as web server software, operating system software, failing hardware, web site application features, database performance or related components. It will be at VIRTBIZ' sole discretion to determine fault and identify failure to perform under the obligations of this SLA.

SLA (Service Level Agreement)

NETWORK SLA

POWER SLA

OTHER POLICY DOCUMENTS INCLUDED BY OUR TERMS OF SERVICE: