Our Service Level Agreement (SLA)
RE Data takes uptime seriously. We have put a strict SLA into every
hosting contract to protect the clients from downtime. The full text of
the agreement is listed below.
The Data Center shall provide 24/7 continuous access to the Hosted Applications at all
times, with an average uptime of 99.9% calculated over a twelve (12) month period. For
the purposes of comparison, the previous twelve (12) month period had an average
calculated uptime of 100.0%.
Scheduled outages may be taken, from time-to-time, by the Data Center for maintenance
and growth purposes. Scheduled outages are not included in the uptime calculations.
Scheduled outages will be announced at least twenty-four (24) hours in advance, and
shall not last for more than two (2) hours during the business day (8:00 a.m. - 6:00 p.m.,
Monday-Friday), and not more than ten (10) hours outside of the business day (6:01 p.m.
- 7:59 a.m., Monday-Friday, weekend days, and National Holidays). For the purposes of
comparison, the number of “Business Day” scheduled outages taken over the last twelve
(12) month period has been: 0.
Any outage or other general inability of the Data Center to provide service shall be
classified as an Unscheduled Outage. Unscheduled outages shall be credited to the
client as follows:
The only exceptions to the SLA shall be unscheduled outages arising from force
majeure, war, rebellion, insurrection, or a catastrophic failure of the United States power
distribution or telephone infrastructure.
|Less than One (1) Hour
|More than One (1) Hour, and less than (2)
|One Half Day Prorated Service Credit
|More than Two (2) Hours, and less than
Twelve (12) Hours
|One Full Day Prorated Service Credit
|More than Twelve (12), and less than
Forty-Eight (48) hours
|One Full Week Prorated Service Credit
|More than (48) hours
||One Month Full Service Credit