Service Level Agreement

30 Day Money Back Guarantee

If for any reason you are not satisfied with your service within the first thirty (30) days of your account activation, we will refund you 100% of your charges. Excluded charges would be overages, dedicated servers, domain registration fees and SSL certificate fees as these are non-refundable.

99.99% Network Uptime

We have a Service Level Agreement (SLA) in place that sets a guaranteed monthly uptime target of 99.99%. Our uptime SLA states that if we do not meet that target, we will compensate you based on the chart below.

Uptime Percentage Credit Received
99.99% to 100% 0% of Monthly Fee
99.9% to 99.98% 5% of Monthly Fee
99% to 99.8% 10% of Monthly Fee
98% to 98.9% 25% of Monthly Fee
97% to 97.9% 50% of Monthly Fee
96% and below 100% of Monthly Fee


It is very rare for us to fall below our 99.99% uptime guarantee. However, just in case, rest assured that we promise to fulfill our agreement should anything happen. Our SLA does not cover downtime related to scheduled maintenance, software updates, and security updates.

In order to receive your credit, you must open up a support ticket by visiting our Support Center and submitting a ticket to our Billing Department. We apply credit to your proceeding month’s invoice for the confirmed downtime.

24/7 Technical Support

We guarantee that our Support Center will remain available to you 24 hours a day, 7 days a week. Our absolutely guarantee is that you will receive a response to any trouble ticket within 45 minutes of receiving it. However, our usual response time average is less than 20 minutes.

Response Time Credit Received
0 to 45 minutes 0% of Monthly Fee
45 to 60 minutes 5% of Monthly Fee
60 to 120 minutes 10% of Monthly Fee
120 to 240 minutes 25% of Monthly Fee
240 to 360 minutes 50% of Monthly Fee
Over 360 minutes 100% of Monthly Fee

2 Hour Hardware Replacement Guarantee

Blue Arctic guarantees to replace any failed server hardware components provided by Blue Arctic at no cost to the client within two hours of problem identification. In the event that it takes Blue Arctic longer than two hours to replace any failed hardware component after problem identification, Blue Arctic will refund the customer 5% of the monthly service fees for each 60 minutes of downtime up to 100% of clients’s monthly service fees for the affected server.

Terms

All SLA claims must be filed by opening a helpdesk ticket through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name or domain name, IP address (vps or dedicated customers), full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.

Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.99% Network Uptime guarantee does not apply to any software or services running on a client’s server, nor to any hardware within a client’s server.

The 2 Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.

Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.

EFFECTIVE DATE: THIS SERVICE LEVEL AGREEMENT WAS LAST UPDATED ON JUNE 12, 2016.
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