This document describes the policy and conduct through which “IT Web Services” guarantees the quality of its services.

1. Uptime SLA

1.1 “IT Web Services” offers a 99,9% network uptime guarantee. This is measured on a monthly basis based on “IT Web Services” monitoring systems and the following formula:

Uptime = (Last_month_service_available_minutes x 100 / Total_last_month_minutes) %

1.2 “IT Web Services” takes responsibility in supplying its customers with accurate and unmodified data regarding the uptime value, once per month, on customer request regarding the calculus of the uptime value on the previous month.

1.3 In case “IT Web Services” fails to provide the uptime guarantee, the customer will be indemnified according to the following discount list, applicable to the next month’s invoice for the affected services:

Discount list:

Between 99,9% and 98%with a discount of 5% of the invoice value for the following month
Between 97,9% and 95%with a discount of 10% of the invoice value for the following month
Between 94,9% and 93%with a discount of 15% of the invoice value for the following month
Less than 92,9% and belowwith a discount of 100% of the invoice value for the following month

1.4 The following situations are explicitly part of the SLA:

  • any internal malfunctions of the data networks of “IT Web Services” data centers.
  • any internal malfunctions of the power networks of “IT Web Services” data centers
  • any malfunctions caused by “IT Web Services” employees.
  • any malfunctions caused by third parties with access to “IT Web Services” data centers.
  • any other malfunctions that globally affect “IT Web Services” data center.

1.5 The following situations are explicitly not part of the SLA:

  • lack of connectivity due to third parties data networks’ malfunctions, announced maintenance, unpredictable accidents caused by third parties which can deteriorate the fiber links of “IT Web Services”‘ data centers.
  • customer reboots or shut-downs, caused by the customer, on his behalf or with his approval.
  • malfunctions caused by hacking or denial of service attacks.
  • malfunctions caused by improper use, configuration or functioning of applications or operating systems.
  • hardware or software malfunctions for the contracted or colocated equipment.