SLA (Service Level Agreement) Dedicated and Virtual Servers
This Service Level Agreement (“SLA”) applies to all customers who have purchased the Dedicated Server Service or Virtual Servers from Lenake (hereinafter the “Service”). Lenake is committed to providing continuity of Service in order to ensure the best performance and a very high level of uptime that will be monitored on a monthly basis. SLA
99.999% Network availability
100% For electric power supply
If the percentages indicated above fall below the guaranteed parameters, Lenake will compensate every hour of disruption with a credit equal to one day to be used at the next renewal. In order to receive the Monthly Percentage Credit, it is necessary to request it no later than 15 days from the date on which the unavailability of the server occurred. The request must be made by the Customer from their control panel by opening a ticket, with which the Customer must give evidence of the problem encountered and the exceeding of the guaranteed threshold, the date and the initial and final time of the unavailability of the Service. Lenake reserves the right to verify what is reported by the Customer and upon successful feedback will proceed to recognize the indemnity provided to the Customer. Limitations It is understood that the Monthly Percentage Credit will not be recognized to the Customer in the hypothesis in which the unavailability of the Service or in any case if the interruption of the Service depends on:
Ordinary maintenance previously communicated and / or extraordinary of the Service;
Third party attacks;
Customer’s error (commissive or omission);
Accidental case or force majeure;
Causes that determine the total or partial inaccessibility of the Customer Service attributable to faults in the Internet network outside the Register perimeter and in any case outside its control.
Other reasons that are beyond the technical control of Lenake.