Network Uptime is the total time in a calendar month that Raksasa Hosting is available through the Internet, provided that Client has established connectivity. Raksasa Hosting takes responsibility for Network availability within their network, however, we cannot be held liable for upstream problems, outside of our network. Our guarantee is that our Network will be available to clients free of Network Outages, that render 100% packet loss, 99.5% of each calendar month.
Network Outages or Unscheduled Downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services as described in the section titled Network Uptime above. A Network Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem in Raksasa Hosting's Network as confirmed by Raksasa Hosting. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
Scheduled Downtime is any Raksasa Hosting.com scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible with a minimum of 6 hours notice.
SLA Network Violation occurs when our network uptime guarantee is not met.For each month that Raksasa Hosting don't meet the guarantee, Raksasa Hosting will provide customer with a free month of service add at the end of their current contract. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request the free service, you must e-mail our billing department, within 10 days of reported violation. SLA violations will be reviewed by our personnel and then credited accordingly provided the case is genuine.
Performance Credit exclusions:
The following are excluded from the monthly calculation of Service Availability: · Scheduled downtime · Problems outside of Raksasa Hosting's network (upstream providers, or client's inbound connection) not effecting 100% loss to our network · Interruptions or failure of individual service caused by a client on the server, their employees, client's customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures. |
