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Network SLA and server uptime guarantee

Stoute Web Solutions guarantees 100% accessibility for all routing devices and Internet (IP) connections within our network. Customers colocating their own equipment within our network can expect 100% network accessibility to that equipment.

Stoute Web Solutions also guarantees 99.9% server uptime for all shared hosting, reseller hosting, and (managed) dedicated servers within our network. This calculates to less than 44 minutes of outages (downtime) per average calendar month. We have a proven 99.99%+ uptime track record (less than 4 minutes per average calendar month) for all cPanel-based shared, reseller, and (managed) dedicated servers we host in our network.

Network Service Level Agreement Remedy

In the event Stoute Web Solutions does not meet the terms described in this Service Level Agreement, clients are eligible to apply for a credit equal to one day of service for each hour of time their service is unreachable, rounded to the nearest hour.

All remedied credits will be issued during the following billing cycle.

All eligible requests for credit must be received within 5 business days of the incident in question. All requests for credit must be made in writing (by submitting a ticket through our Support System).

The amount of credit may not exceed the customer’s monthly recurring charge.

Network Service Level Agreement Exclusions

Certain scenarios are beyond the control of Stoute Web Solutions, and therefore are not considered within the scope of this SLA. These scenarios include:

 

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