Uptime SLA Guarantee

99.9% Uptime Guarantee Terms

AtmoVantage guarantees that your website(s) will be up and running at least 99.9% of the time during any 1-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where AtmoVantage has no direct influence, such as:

  1. Backbone provider failures
  2. fiber-optic main line cuts
  3. DNS or Registrar problems with subscribers’ domain names
  4. routing problems between a client’s location and our data center

The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of AtmoVantage.

AtmoVantage guarantees 99.9% network uptime and server stability. This, however, does not refer to problems stemming from:

a. Server Hardware Breakdown.

b. User error(s) or purposeful interruption(s) (e.g. if the client modifies their own website causing it to break, AtmoVantage is not responsible for the downtime).

Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.

 

Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.

Measurements and Transparency

Uptime SLA reports are measured using New Relic using 10-minute ping intervals. You will be provided with link to your unique publicly-viewable SLA report. This report will be the basis for any uptime SLA refunds.

Refunds

For every .1% below 99.9% you will be refunded 10% of your monthly maintenance/hosting fee, up to 100% on your next invoice. Refunds are calculated basis the SLA report for the previous month.