Dedicated Internet, Cloud Hosting, and Colocation Facilities Services
In the event that ManagedWay does not meet 100% Uptime for Dedicated Internet, Cloud Hosting, and Colocation Facilities Services, ManagedWay clients will be eligible to request compensation for downtime. If ManagedWay is directly responsible for causing the downtime, customer may receive a credit equal to the actual amount of downtime (SLA Credit). This means that if your service is unavailable for 1 hour (beyond the 0.0% allowed), you will receive 1 hour’s credit at the end of the billing period based upon your base hourly rate (calculated by dividing the monthly recurring charge by the number of hours in a given month, times the amount of the respective unavailability). All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of ManagedWay Terms of Service or if the account is in default for non-payment.
How to Report a Problem
ManagedWay technicians are available 24/7/365. There are a number of ways to reach us, including phone support, through the customer Dashboard, and by e-mail.
SLA Credit Exclusions
Many situations are completely outside of the control of ManagedWay, and therefore are not eligible for an SLA Credit. These situations include:
Scheduled Network or Power System Maintenance
Periodic network and power system maintenance will be required on a continued basis. ManagedWay will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file.
On rare occasions, the hardware which hosts your ManagedWay services may need maintenance or replacement. ManagedWay will do everything possible to minimize any downtime in these situations per our SLA.
Occasional software updates will be required to address security or performance issues for some services. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
If a third party not associated with ManagedWay initiates a "Denial of Service" or other form of disabling attack against your server or major portions of our network, ManagedWay will do everything in its power to stop the attack, but cannot guarantee a resolution time unless DDoS Mitigation Service is purchased.
Force Majeure Events
Outages due to any force majeure event beyond the reasonable control of ManagedWay, including, but not limited to cable cuts, storms, tornadoes, power surges, other acts of nature.
Outages where ManagedWay is not the Last Mile Provider
In certain cases ManagedWay may utilize the network of various network partners to provide your Dedicated Internet service. In such cases, your ManagedWay service will be subject to the applicable Last Mile Provider’s SLA and not this SLA.