Service Level Agreement
ScaleEngine (7065213 Canada Limited) will provide a minimum of 99.9%
uptime and availability to all sites using the ScaleEngine OWC, CDN
and ESC services. ScaleEngine offers clients the following
considerations in the event that ScaleEngine fails to provide 100%
uptime:
SLA Credit of 15 times the period of downtime prorated for the month.
All credits above shall be calculated in 5 minute periods. Any and all
credits issued in accordance with this SLA during any one month's time
related to a single service shall not exceed 50% of the non-bandwidth Monthly Recurring
Fee for that single service that would otherwise be payable to
ScaleEngine during that month for effected services.
No part of this agreement covers outages or other service interruptions
that are caused by equipment and/or events that are the effect of or
under the control of the client. No part of this agreement shall cover
loss of power to a server as a result of the client's utilization of
remote power management tools that may be made available to them by ScaleEngine.
No part of this agreement covers outages or other service interruption
that is caused by scheduled or emergency network and systems
maintenance. All scheduled or emergency network and systems maintenance
will be announced via Email and, located at
https://www.scaleengine.com/cp/. Clients are encouraged to regularly
check this page for upcoming network and systems maintenance announcements.
No account credit shall be issued until an SLA credit request is made by
the client. All requests for credits must be made within 14 days of the
incident. All requests for credits must be made by creating a support
ticket via https://www.scaleengine.com/cp/.






