This document outlines to you the high quality of service we hold ourselves too. NextArray has spent considerable time and investments to make available one of the most redundant networks available anywhere. This has been accomplished by the following:
- Real Humans monitoring network status
- Redundant routers and switches
- Redundant power and failover switching
- All key network components are monitored 24/7
NextArray will provide a 99.999% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 99.999% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 1 hour beyond the 99.999% minimum in any month of service, the client will receive an account credit equivalent to 2% of the client’s Recurring Monthly Fees of affected services for that month for every additional 1 hour the network or power is unavailable, unless otherwise stated below it will not to exceed 50% of the client’s Recurring Monthly Fees.
Unless otherwise stated below, all credit calculations will be based on unavailability in 1 hour increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to DOS (Denial of service), DDOS (Direct Denial of Service), or scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via network announcements.
Unless otherwise stated below, any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is issued. Unless otherwise stated below, all credits must be requested within 30 days of the incident.
To request a credit you must generate a ticket with our team and include your account name along with the time of and time span of the outage. Accounts must not be past due when requesting an SLA credit.
