Cloud Hosting SLA

[ Last Update: 01.01.2020 ]

Service availability

  • As long as you have an active and valid account with us, we guarantee the availability of our services.

  • “Service availability” or “uptime” shall be calculated based on the number of minutes in a month in which our services are available.

  • Uptime criteria must be objective as we cannot be responsible for third party systems or networks between you and us. This is why uptime is calculated based on the amount of time your systems have no external connectivity as point-of-measurement.


100% Availability

  • Our goal is to achieve 100% service availability.

  • If the availability of our services is less than 100%, you are eligible to be compensated subject to the terms below.


How we compensate you for downtime

As long as you h

  • In case of lack of service availability (“downtime”), we will compensate you with SLA credits. SLA credits shall be calculated pro-rata, according to your monthly fee for the affected services.

  • 30 minutes of downtime entitles you to credits up to 5% of your monthly fee for the affected services.

  • However, you cannot receive credits which shall be more than 100% of your total monthly fee for the affected services.


When we are not responsible for no service availability

We can guarantee service availability only to areas considered under our control, that is our uplinks to the Internet, our routers, and our servers.

You will not be eligible for credits if services are not available due to circumstances beyond our reasonable control such as:

  • scheduled maintenance and emergency maintenance and upgrades;

  • force majeure events or other disturbance, interruption of or delay in telecommunications or third-party services, or coordinated hacker attacks;

  • your acts or omissions, including faults in your custom scripting or coding (e.g., CGI, Perl, HTML, ASP, Ruby, PHP, Python, etc.), or your breach of our terms and conditions;

  • outages elsewhere on the Internet that hinder access to your account;


How you request credit

To receive credit for services downtime:

  • you must first notify us of the problem, downtime for credit purposes shall be recorded from the time of your notification;

  • notifications shall be made at help@spearhead.systems;

  • we shall run our internal checks and confirm the downtime issue and applicable credits.

 

Total downtime shall be calculated from the time of your notification until the time the issue has been resolved.

Credits shall not be redeemable for money but shall be used for discounts to future billing cycles. Credits will be applied within two billing cycles.


Support services

Basic support is included with your Spearhead account. We’re here to assist if you are experiencing problems with our services – for example, machine is not provisioning or not responding.

You can also purchase additional levels of support here.

To receive credit for services downtime:

  • you must first notify us of the problem, downtime for credit purposes shall be recorded from the time of your notification;

  • notifications shall be made at help@spearhead.systems;

  • we shall run our internal checks and confirm the downtime issue and applicable credits.

Total downtime shall be calculated from the time of your notification until the time the issue has been resolved.

Credits shall not be redeemable for money but shall be used for discounts to future billing cycles. Credits will be applied within two billing cycles.

If you purchase additional support services, you must do so for the entire set of machines under one account.

If you have multiple accounts, you can select appropriate support service tiers for each individual account but cannot mix support tiers between accounts.