Network Uptime Service Level Agreement
We at Cloud Clusters LLC make sure that our network has a 99.99% Uptime and that's what we guarantee to our customers. Many possible situations are completely beyond the control of Cloud Clusters LLC , and therefore are not in the scope of this Refund Policy. These situations include:
Scheduled Network Maintenance
- Occasional network maintenance will be required. Cloud Clusters LLC will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
- On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. Cloud Clusters LLC will do everything possible to minimize any downtime in these situations per our hardware replacement SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
- An important part of managing a dedicated server is keeping the software up to date. If a customer chooses to have Cloud Clusters LLC to manage their server, occasional software updates will be required to address security or performance issues. Usually customers will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
- If a third party not associated with Cloud Clusters LLC initiates a "Denial of Service" or other form of disabling attack against a customer's Dedicated Server or major portions of our network, Cloud Clusters LLC will do everything in its power to stop the attack, but cannot guarantee a resolution time.