Service Level Agreement

The Service Level Agreement – SLA is part of the Master Agreement and must be read and accepted in its entirety, in conjunction with the rest of the Agreement between You and High Density Networks (HDN).

1. Service Commitment

HDN makes commercially reasonable efforts to make its Covered Services available with a Monthly Uptime Percentage of 99.95% during a monthly billing cycle.

If HDN does not meet the Service Commitment you will be eligible for a Service Credit. 

Monthly Uptime Percentage is calculated as:

Unavailable is the state of any technical service that suffers performance degradation of more than 50% of its standard parameters, is offline, shut-down or cannot be accessed from the network. It does not include Scheduled Downtime. Intermittent unavailability of less than 5 minutes will not be counted towards Service Credit.

Covered Services imply all the billable technical services offered by HDN, identified in existing orders, as defined in the orders or on the HDN website. The coverage is applied as long as the services are sold with a specifically stated SLA.

2. Service Credit

The Service Credit you are entitled to is as follows:

The Service Credit Percentage is an amount calculated as a percentage of the cost of the specific Covered Service. This amount becomes your monetary Service Credit.

In order to receive the Service Credit you must notify HDN by opening a Service Credit Claim on the Support Portal.

The Service Credit Claim must be submitted by you within 30 days from the incident. It must clearly be identified as a credit claim. It has to contain the date and time of the Unavailability, a listing of the affected services and proof of the outage. By failing to offer all the above details you forfeit your right to receive the Service Credit.

The Service Credit will be applied towards your next billing balance. You will not receive the credit in cash.

Aggregated, the Service Credit offered to you will not be more than 50% of your monthly amount due.

3. Service Maintenance

HDN will engage in regular technical maintenance work impacting running services and the underlying infrastructure.

Planned maintenance work will be announced in advance. You will receive a notice describing the timing of the Maintenance Window and the expected impact. It can be low impact, involving a potential risk for the services you use, but without rendering them Unavailable. If it is high impact, it involves Scheduled Downtime.

The Maintenance Window is a period of time when administrative tasks are performed to specific services or equipment. You will be notified by HDN by email at least 3 Business Days in advance. During the Maintenance Window you will see a notification on the Service Status Page.

Scheduled Downtime is the unavailability of services resulting from a Maintenance Window previously announced by HDN. It can be of maximum 240 minutes per month. For periods that exceed this limit the services will be considered Unavailable.

Unplanned maintenance work may be done in order to address or prevent major security or service issues. This will be done during an Emergency Maintenance Window and can impact running services, rendering them Unavailable.

Emergency Maintenance Windows will be announced on the Service Status Page. Services rendered Unavailable in this situation are eligible for Service Credit.

4. SLA Exclusions

The Service Commitment does not apply to factors outside the reasonable control of HDN, issues resulting from your or a third party’s hardware, software or configurations, or those resulting from abuses or behavior that violates this Agreement.

The SLA does not cover Support Services, Managed Services or Professional Services. The Covered Services are limited to the non-human technical service offerings of HDN.

SLA does not apply if you have an Delinquent Account at the time of the service Unavailability.

5. Resources

Review the Services online by visiting http://www.highdensity.net

Electronic contact details:

Submit all Support Requests via email or the web form on http://highdensity.net/contact

Review all the available Support Services and financial terms on http://highdensity.net/support-services/

See the latest version of the Master Agreement online at http://highdensity.net/legal