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Service Level Agreement (SLA)

All customers are covered by our standard 99.9% simple, no nonsense Service Level Agreement:

  •  99.9% as measured by our 3rd party monitoring service, watchmouse @ Excludes planned and unplanned (emergency) maintenance.

  •  We will provide you an account credit, up to the monthly amount of your package if the SLA is not met

  •  The SLA covers issues outside of your control: specifically network and physical / host server issues in our Cloud. It does not cover O/S or application issues under your control.

  •  You must open a ticket within 24 hours of an event requesting an SLA credit

Note: Managed or contract customers that have a 100% SLA / should refer to their contract and agreement for specific SLA details.