Service Level Agreement
We take our Service Level Agreement very seriously
The SLA (Service Level Agreement) is applicable to all services provided directly to clients of The Micro. This SLA is not applicable to unrelated third parties who do not maintain a contract with The Micro. The following guarantees and resulting credits are applied in monthly terms.
To properly claim an SLA credit, the client must submit an SLA ticket in our helpdesk and within 14 days of the occurrence. Client is responsible for including all relevant information such as IP Address, contact information, description of problem as well as logs of problem experienced. Once the ticket has been submitted, our staff will analyze logs provided by client and determine whether a credit is appropriate. Credits are issued in the form of credits to future billing payments.
Clients who have unpaid accounts are not eligible to receive SLA credits. Any abuse related incidents caused by said client are not eligible for SLA credit until the abuse related matters are resolved.
The Micro guarantees 99.9% network uptime on its public network. In the event a credit is due, a credit of 10% per hour of downtime experienced will be issued upon proper SLA credit submission described above. DDOS attacks are not included in this network SLA and therefore no credit will be given for such attacks.
Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a credit, you must e-mail us under Money Back' within 14 days of any downtime that occurred. E-mail notifications that are not sent within 14 days of the downtime will not be eligible for credits.
The amount of the credits are determined by the following table, based on the amount of Network Uptime The Micro network has provided for the month in which a credit is requested. Network Uptime
Network Uptime for the Month |
Percentage of Monthly Credit Upon Proper Request |
99.9 - 100% |
0% credit |
99.7 - 99.8% |
10% credit = 3 days |
99.5 - 99.6% |
25% credit = 8 days |
99.3 - 99.4% |
50% credit = 15 days |
99.0 - 99.2% |
75% credit = 23 days |
98.9% and below |
100% credit = 1 month |
The Micro will review claims of SLA violations during normal business hours of the first through seventh day of the month, and will apply any applicable credit to Customer's account within two billing cycles after The Micro receives customer's credit request.