Service Level Agreement
Elcro Digital Services, LLC offers the following Service Level Agreement (SLA) to our Clients for our services. This SLA outlines our commitment to service uptime and support and our investment into our clients.
Elcro Digital Services, LLC gaurantees 99.999% uptime for both Internet connectivity and electrical power, measured on a monthly basis. If internet access or power is disrupted beyond the 99.999% threshold for a cumulative total exceed 1 hour in any given month, Clients are eligible to receive a service credit. This credit will be equal to 2% of the affected service's Recurring Monthly Fees for every additional hour of downtime, up to a maximum of 50% of the total Recurring Monthly Fees for that month.
Service credits are calculated in 1-hour increments. This agreement excludes outages caused by equipment or events under the Client's control. Additionally, disruptions due to DDoS attacks, scheduled maintenance, or emergency network and facility maintenance (which will be communicated to all Clients in advance) are not covered by this SLA.
Credits will not exceed 50% of the Client's Recurring Monthly Fees for the month in which the issue occured. All credit requests must be submitted within 30 days of the incident by generating a support ticket, including the account name and details of the outage. Accounts must be current and not past due at the time of the request to qualify for SLA credits.
New Customer Offer
Use code NEW15 for 15% off your first month.
