Service Level Agreement:

Accurate Hub Networks guarantees a 99.9% monthly network uptime per this Service Level Agreement (from here on referred to as "SLA").

Our Service Guarantee:

Accurate Hub Networks guarantees that our service will be available to the internet 99.9% of any given month. Please note that terms and conditions apply.

Internet - Any network outside of Accurate Hub Networks' internal network.

Applicable:

This Service Level Agreement applies to "YOU" if YOU have an active service and is in good financial standing with Accurate Hub Networks. (eg. No overdue invoice(s).)

Consist:

  • Global Internet Connectivity - This IS guaranteed by our SLA.
  • Power - This IS guaranteed by our SLA.
  • Client Control Panel or Software Services - This is NOT guaranteed by our SLA.
  • Virtual Private Servers (VPS) - This is NOT guaranteed by our SLA.

Outage Credits:

Any failure longer than 1 hour that is guaranteed within our SLA will be credited as the following:

  • 1 Hour Outage: One day free credit.
  • 2 Hour Outage: Two days free credit.
  • Each additional hour: One day free credit.

Terms and Conditions:

  • Accurate Hub Networks offers SLA credits directly to the client. SLA credits are non-transferable and may not be exchanged for currency of any kind.
  • This SLA is only valid to DIRECT clients only. Accurate Hub Networks is not liable for any downtime caused by a reseller of its services.
  • Outage due to Scheduled Windows Maintenance is not eligible for SLA credit.
  • Outage due to due to your behaviour/actions is not eligible for SLA credit.
  • Direct DDOS towards your service is not eligible for SLA credit.
  • False SLA claims may incur with a $25.00 administrative fee per offence.
  • Downtime caused due to violation of Terms of Service (TOS) or Acceptable Usage Policy (AUP) is not eligible for SLA credit.
  • All SLA claims must be must be submitted to our Billing Department through ticket system ONLY.
  • SLA claims must be submitted within one week (seven days) of the outage.
  • SLA credits may not exceed the full monthly payment fee of service.
  • SLA claims can only be submitted by the authorised account ONLY. Claims from other accounts will be denied.
  • Any failure outside of Accurate Hub Networks network itself, including network provider outages are not eligible for SLA credit.
  • Any outage outside of Accurate Hub Networks' control including, without limitation, natural disasters including weather conditions, flood, fire, strike or other labour disturbance, interruption or delay of transport, interruption or delay of telecommunications or third party services (including DNS propagation) or failure of third party software/hardware is not eligible for SLA credit.
  • Accurate Hub Networks' SLA may be modified or revised without notice.

Limitations:

  • Continuous occurrences may not be due to Accurate Hub Networks' network or hardware. Accurate Hub Networks' staff are the sole determinate of the uptime of our service, and not any one client's experience.