Network Availability SLA

    We guarantee four 9’s (99.99%) of network availability in any given calendar month. It is important to us that our customers understand this guarantee and we have defined some key terms here to make sure that this is the case.

    Definition:
    The Network We define the network as all cabling and devices including routers and switches inside our data centres and managed by us.
    Availability Our network is available when data can be sent and received through it.
    Downtime Any period of time during which you are unable to receive or send data over our network. A period of downtime begins when it is detected by our own monitoring systems or when a ticket is raised with our support team. A period of downtime finishes when you are again able to send or receive data over our network.


    If, as a result of action or inaction on our part, availability of the network to any given customer should be less than 99.99% in any given calendar month, we will credit your account to a maximum of 50% of your monthly recurring charges on the following scale*.

    Downtime in any given calendar month

    Credit Given
    < 99.99 %5 %
    < 99.90 % 10 %
    < 99.80 % 15 %
    < 99.70 % 20 %
    < 99.60 % 25 %
    < 99.50 % 30 %
    < 99.40 % 35 %
    < 99.30 % 40 %
    < 99.20 % 45 %
    < 99.10 % 50 %


    *Please see SLA terms and conditions for detail of how and when to claim.

    Hosted Desktop SLA

    We guarantee four 9’s (99.99%) of Virtual Desktop availability in any given calendar month.
    It is important to us that our customers understand this guarantee and we have defined some key terms here to make sure that this is the case.

    Definition:
    Hosted Desktop We define the virtual desktop as the desktop environment that we provide as part of our hosted desktop products.
    Availability A virtual desktop is available when it allows a user with the correct credentials to login via our portal and stream an application or access a desktop environment.
    Downtime Any period of time during which you are unable to login to your virtual desktop. A period of downtime begins when it is detected by our own monitoring systems or when a ticket is raised with our support team. A period of downtime finishes when you are again able to login to your virtual desktop.


    If, as a result of action or inaction on our part, availability of a virtual desktop should be less than 99.99% in any given calendar month we will credit your account to a maximum of 50% of your monthly recurring charges on the following scale*.

    Downtime in any given calendar month

    Credit Given
    < 99.99 %5 %
    < 99.90 % 10 %
    < 99.80 % 15 %
    < 99.70 % 20 %
    < 99.60 % 25 %
    < 99.50 % 30 %
    < 99.40 % 35 %
    < 99.30 % 40 %
    < 99.20 % 45 %
    < 99.10 % 50 %


    *Please see SLA terms and conditions for detail of how and when to claim.

    Hosted Exchange SLA

    We guarantee four 9’s (99.99%) of Hosted Exchange availability in any given calendar month.
    It is important to us that our customers understand this guarantee and we have defined some key terms here to make sure that this is the case.

    Definition:
    Hosted Exchange We define Hosted Exchange as the server environment and interfaces that we provide as part of our hosted exchange products.
    Availability Hosted Exchange is available when it allows a user with the correct credentials to send and receive email via our Exchange servers or through Outlook Web Access.
    Downtime Any period of time during which you are unable to send or receive email via our Exchange servers or Outlook Web Access. A period of downtime begins when it is detected by our own monitoring systems or when a ticket is raised with our support team. A period of downtime finishes when you are again able to send and receive email.


    If, as a result of action or inaction on our part, availability of Hosted Exchange or Outlook Web Access should be less than 99.99% in any given calendar month we will credit your account to a maximum of 50% of your monthly recurring charges on the following scale*.

    Downtime in any given calendar month

    Credit Given
    < 99.99 %5 %
    < 99.90 % 10 %
    < 99.80 % 15 %
    < 99.70 % 20 %
    < 99.60 % 25 %
    < 99.50 % 30 %
    < 99.40 % 35 %
    < 99.30 % 40 %
    < 99.20 % 45 %
    < 99.10 % 50 %


    *Please see SLA terms and conditions for detail of how and when to claim.

    Dynamic Server SLA

    We guarantee four 9’s (99.99%) of dynamic server availability in any given calendar month.
    It is important to us that our customers understand this guarantee and we have defined some key terms here to make sure that this is the case.

    Definition:
    Dynamic Server We define a Dynamic Server as the set of hardware resources assigned to any individual dynamic server to include processor, memory and storage space, which has a default .
    Availability A dynamic server is available when it is free of hardware or software faults.
    Downtime Any period of time during which your dynamic server is not available through a hardware fault.


    If, as a result of action or inaction on our part, availability of a dynamic server should be less than 99.99% in any given calendar month we will credit your account to a maximum of 50% of your monthly recurring charges on the following scale*.

    Downtime in any given calendar month

    Credit Given
    < 99.99 %5 %
    < 99.90 % 10 %
    < 99.80 % 15 %
    < 99.70 % 20 %
    < 99.60 % 25 %
    < 99.50 % 30 %
    < 99.40 % 35 %
    < 99.30 % 40 %
    < 99.20 % 45 %
    < 99.10 % 50 %


    *Please see SLA terms and conditions for detail of how and when to claim.

    Hosted VOIP SLA

    We guarantee four 9’s (99.99%) of hosted VoIP availability in any given calendar month.
    It is important to us that our customers understand this guarantee and we have defined some key terms here to make sure that this is the case.

    Definition:
    Hosted VOIP We define Hosted VOIP as a service where Zlago will route calls over the internet from our data centres to your office location.
    Availability Hosted VOIP is available when you can make and receive calls and the management panel is available.
    Downtime Any period of time during which your hosted VOIP is not able to make calls and your connectivity to the internet is fine. Your internet connectivity from your office to the data centre must be intact for downtime to be considered.


    If, as a result of action or inaction on our part, availability of hosted VoIP should be less than 99.99% in any given calendar month we will credit your account to a maximum of 50% of your monthly recurring charges on the following scale*.

    Downtime in any given calendar month

    Credit Given
    < 99.99 %5 %
    < 99.90 % 10 %
    < 99.80 % 15 %
    < 99.70 % 20 %
    < 99.60 % 25 %
    < 99.50 % 30 %
    < 99.40 % 35 %
    < 99.30 % 40 %
    < 99.20 % 45 %
    < 99.10 % 50 %


    *Please see SLA terms and conditions for detail of how and when to claim.

    SLA Terms and Conditions

    This SLA does not apply for any month to the extent that reimbursement would arise as a result of your breach of the Terms and Conditions of your agreement or if you are in material default of payment, and is counted in relation to your contract Terms and Conditions.

    Network SLA Exclusions

    Many possible situations are completely beyond the control of Zlago, and therefore are not in the scope of this SLA. These situations include:

    Scheduled Network Maintenance
    occasionally network maintenance will be required. Zlago 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. Scheduled maintenance periods are not eligible for an SLA rebate.

    Hardware and Hardware Maintenance
    on rare occasions, the hardware or software in your Dynamic Server may need maintenance or replacement. Zlago will do everything possible to minimize any downtime in these situations per this SLA Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.

    Malicious Attacks
    if a third party not associated with Zlago initiates a "Denial of Service" or other form of disabling attack against your Dynamic Server or major portions of our network, Zlago will do everything in its power to stop the attack, but cannot guarantee a resolution time.

    Customer Portal

    Zlago promises 99.9% access to the online customer management portal but does not provide a guarantee – as this is a non critical utility. Access to this portal is available via the public and private networks. The portal is utilized to fully manage the on-demand IT environments located within the Zlago data centers. Portal access includes ticket access, account management, hardware management, bandwidth management, backup management, and other related services. In the case of multiple SLAs being triggered, only one of the SLAs can be claimed to a maximum of ONE month’s fees.

    Service Limitation

    Zlago or its related persons shall not be held liable for any consequential, indirect, special, punitive, or incidental damages, whether foreseeable or unforeseeable, based on claims of the customer or its customers, (including but not limited to, claims for loss of data, goodwill, profits, use of money or use of the software, interruption in use or availability of data, stoppage of other work or impairment of other assets), arising out of breach of implied warranty, breach of contract, misrepresentation, negligence, strict liability in tort or otherwise, except only in the case of (i) personal injury or (ii) where and to the extent that applicable law prohibits exclusion of such liability. In no event will the aggregate liability which Zlago and its related persons may incur in any action or proceeding arising out of performance or non-performance of this agreement exceed the total amount actually paid to Zlago by the customer for the specific product or service that directly caused the damage.

    Invocation

    Downtime is calculated from the time of the initial report of by the Customer or Zlago, until the time of a fix report from Zlago. A claim can only be made after a maximum of 5 working days have passed from the fix report. A claim should be made through your account manager, or This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
     
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