Service Level Agreement

Last updated: March 8th, 2024

This service level agreement ("sla", "service level agreement", "agreement") is an agreement between Ezrinix, LLC ("Ezrinix, LLC", "Ezrinix", "us", "we", "our") and you ("user", "client", "customer", "you", "your"). This agreement sets forth the service level agreement between of your use of the ezrinix.com website, other sites we own and operate, and any of its products or services (collectively, "Website", "Products", or "service").

Uptime Guarantee

Ezrinix, LLC guarantees 99.9% uptime on all of our services. If we fail to meet this guarantee, you will be credited for the amount of time that your service was down. This guarantee does not apply to scheduled maintenance, or any downtime caused by you or your actions. This guarantee also does not apply to any downtime caused by a third party, including but not limited to, datacenter outages, network outages, or any other outages that are out of our control.

Hardware

In the event of a hardware failure, Ezrinix, LLC will replace the hardware. We guarantee a replacement within twenty-four (24) hours of the confirmed diagnois of hardware failure. The time period only pertains once the failure has been identified and not the beginning of the downtime period.

Ezrinix, LLC will replace all faulty hardware on dedicated servers, at no charge to the client with an unlimited free replacement policy. This includes parts ordered as upgrades. Ezrinix, LLC is not libable for hardware failure on any client owned colocated servers.

Power

Ezrinix, LLC guarantees 99.9% uptime on all of our services, including power. In the event 99.9% uptime guarantee of power is not fulfilled, a credit can be requested by submitting a ticket via our client area.

Exclusions

Ezrinix, LLC guarantees an uptime of all services. In he event 99.9% uptime guarantee is not fulfilled, a credit can be requested by submitting a ticket via our client area.

The following are exclusions from the Ezrinix, LLC Service Level Agreement and do not qualify for any credits to be issued:

• periodic scheduled maintenance or repairs we may undertake from time to time that are announced more than four (4) days in advance;
• interruptions caused by you or your activities;
• outages related to the reliability of certain programming environments;
• downtime caused by a reseller of our services;
• client is in bad standing with Ezrinix, LLC (suspended service, unpaid invoices, past due dates, abuse);
• cancellation requests created before, during, or after the downtime.

Receving SLA Credit

The following procedure must be followed in order to receive SLA credit. If not followed, no SLA credit will be isswued. If you feel entitied to a SLA credit as outlined above, please follow the procedures below:

• open up a support ticket to our client relations team through the client area within seventy-two (72) hours of downtime being resolved;
• list the service(s) affected, outage time, and total affected outage period;
• and provide any other nessesary information to assist with issuing the SLA credit.;

SLA credits will be issued to your client area account. SLA credit can only be used to purchase new services, or pay for invoices on exsiting services. SLA credits will be issued as follows:

• a 3% credit will be given for every twenty (20) minutes of downtime regarding power or network as the root cause of the downtime without exceeding one (1) month worth of service;
• a 3% credit will be given for every additional hour after the tenth (10) hour of downtime regarding hardware failure as the root cause of the downtime without exceeding one (1) month worth of service.