Service Level Agreement (SLA) has been designed to provide you with absolute confidence in the reliability of our cloud service offering. Our goal is to ensure that our services are available 24 hours a day, 7 days a week, 365 days a year. We strive to provide exceptional service and we would appreciate your feedback regarding the service we provide. Please Contact Us if you do have any feedback.
Please note that this SLA is subject to the terms and conditions of the Ninefold Customer Agreement.
The SLA metrics are as follows*:
|Service Availability Hours||24 hours a day, 7 days a week, 365 days a year|
|Service Level Target||
The Service Level Target is a measurement of time per calendar month, expressed as a percentage, that the service is available (i.e. there is no unplanned interruption to service or no major reduction in the quality of service). The Service Level Target excludes planned and unscheduled maintenance.
|Support Hours||24 hours a day, 7 days a week, 365 days a year|
|Planned Maintenance Notices||We will provide at least 5 business days notice prior to any planned maintenance|
|Rebates||You may be entitled to a rebate equal to 10% of service fees due (excluding one-time payments) for any calendar month in which the Service Level Target was not met|
* For customers on Extended Support on the Old Ninefold Platform the guarantee will only apply to the infrastructure and hardware covered by the Extended Support.