Service Level Agreement
iITGEN is committed to providing our customers with a stable and reliable hosting infrastructure. We provide this Service Level Agreement (SLA) as part of your contract with iITGEN managed hosting services. All SLA guarantees and information listed below are made in good faith. This SLA sets out our mutual responsibilities and rights, should iITGEN fail to meet the criteria set out below. We agree to look solely to this SLA for Network availability.
iITGEN agrees that our Network will be available 99.9% of the time during a given month, excluding scheduled and emergency maintenance. The infrastructure network includes iITGEN's switches, routers, and cabling (Network).
Should iITGEN incur an outage, we will issue service credits calculated as a percentage of the monthly hosting fees (exluding ont time payments and payments to third party services). The Credit will be applied toward the next account invoice of the affected account. The Credit cannot exceed the amount you paid to iITGEN for one month of managed services. The percentage will be calculated as follows:
Monthly Uptime Percentage
Less than 99.9%: 10%
Less than 99.0%: 25%
While iITGEN strives to meet the objectives set out in this SLA, it does not apply to events outside of our reasonable control. While it is impossible to identify all events that may occur outside of iITGEN's control, excluded events include, but are not limited to, acts of God, terrorism, denial of service (DOS) attacks, software bugs, hardware and network failure outside of our infrastructure, hacking or other abusive activities, global internet network outages, shortages of supplies, customer faults, upstream provider issues, issues with services and software not provided by iITGEN, or any other circumstance beyond our actual control.
In order to take advantage of this SLA, you must notify us of your intent to claim credit within 5 days of the beginning of the event for which you seek credit. Customer must be in compliance with all contracts between iITGEN, including being current on all fees due to us at the time of the incident, as well as when the credit may be applied. You must provide reasonable details regarding the claim, including but not limited to, detailed description of the event, incident duration, and description of attempts to resolve the issue.
Also note that our hosting and managed services agreements may be terminated at any time upon mutual written consent of both parties, provided that a minimum of sixty (60) days' notice is given after the initial sixty (60) days from contract effective date.
417 E. Huntington Drive
Monrovia, CA 91016
Updated: January 15, 2019