Service Level Agreement

1. What this covers

This agreement applies to the compute services (Virtual Server and Cloud Server) and forms part of the Terms of Service. It is assessed separately for each resource, per calendar month.

2. The commitment

TAMM commits to a Monthly Uptime Percentage of at least 99%. Over a 30-day billing month of 43,200 minutes, that allows up to 7 h 12 min of downtime.

3. How it is measured

Monthly Uptime Percentage = (Maximum Available Minutes minus Downtime) divided by Maximum Available Minutes, multiplied by 100.

Maximum Available Minutes is the total number of minutes in the monthly billing period, 43,200 for a 30-day month.

Downtime is the total number of minutes in the month during which the resource had no external connectivity or was not reachable at all.

4. What does not count as downtime

• Scheduled maintenance that was announced in advance, normally between 48 and 72 hours beforehand.

• Interruptions caused by your own configuration, your own software, or load you placed on the resource beyond what it provides.

• Events outside our control, including force majeure and disruption to networks beyond the data centre.

5. Service credit

If the Monthly Uptime Percentage for a resource falls below the committed level, you may claim a credit against future invoices for that same service, calculated on that resource’s monthly fee:

• Monthly uptime of 99% or better (less than 7 h 12 min of downtime): no credit, because the service is within the committed level.

• Monthly uptime from 95% up to but not including 99% (between 7 h 12 min and 36 h of downtime): service credit of 10% of that resource’s monthly fee.

• Monthly uptime from 90% up to but not including 95% (between 36 h and 72 h of downtime): service credit of 25% of that resource’s monthly fee.

• Monthly uptime from 0% up to but not including 90% (more than 72 h of downtime): service credit of 50% to 100% of that resource’s monthly fee.

Downtime figures above are for a 30-day billing month and scale with the actual length of the month.

6. How to claim

A credit is not applied automatically. Open a support ticket within 30 days of the incident, giving the affected resource, the dates and times, the incident reference if you have one, and any logs that show the interruption.

Claims made after 30 days cannot be considered.

7. Limits

A service credit is issued as credit against future invoices for the same cloud service. It is not refundable in cash and cannot be transferred to another service or customer.

In no case does the total credit for a resource in a month exceed 100% of that resource’s monthly fee for the month in which the incident occurred.

The service credit is your sole and exclusive remedy for any failure to meet the committed availability. TAMM is not liable for indirect or consequential loss arising from an interruption, including lost data, lost profit or reputational harm.