A client oriented company

Service Level Agreement

Services based in our Enterprise datacenters are covered by our SLA. This SLA provides your sole and exclusive remedies for issues related to delivery of affected Services. We agree to provide the remedies and credits set out in the SLA, and you agree to look to it only for covered issues.

Our Premium Network is designed with built-in redundancy at every level to avoid disruption to our service in the event of a failure of any element, or even more than one element. We can therefore provide you a guarantee that your service will operate without interruption due to any factor under our control for at least 99.99% of the time, and that should such an interruption occur, we will credit you the full amount due to you in accordance with the table below.

In the event that the services you have purchased do not function in accordance with their Service Description due to a fault in our network, data center HVAC, or power supply provision your account will be credited as set out below.

Our SLA does not apply to Services on our Value/Standard datacenters.

Obtaining your credit:

To claim a credit, the customer must claim within 5 days of the outage in order to be eligible. The customer must pay all open invoices even with an outage claim outstanding. Account credits will not be given to the customer until they have followed the instructions below in regards to claiming your credit.

• The customer will open a ticket regarding the outage with information about their service and how it relates to the outage. Information such as service IDs and IP addresses are sufficient, monitoring logs etc.
• Zenex 5ive can take up to 5 days after the outage claim ticket determine the amounts allocated to each customer.
• Zenex 5ive decision on the SLA credit is final.
• Zenex 5ive will contact you through your ticket inside the system. The credit will go towards your next invoice renewal.

This SLA does not extend to the following:

• Scheduled maintenance windows and emergency maintenance windows
• Server shutdown due to account suspension
• Factors outside our control, such as force major events, failure of our upstream providers or your ISP
• Software running within your servers
• Hardware failure
• Actions of third parties, such as server compromises and viruses
• Denial of service attacks (DDoS) that result in partial outages. Full network interruptions from DDoS are included unless one of your services is involved as either target or source. Small packet loss and latency increases are not SLA eligible.
• Violations of our AUP and ToS
• User activity errors
• Volume Network Services

Credit Table