Cologlobal Colocation SLA

ColoGlobal  provides the following SLA for Colocation Customers:

100% Network Uptime

We guaranty that our datacenter network will be available 100% of the time in a given month, excluding scheduled maintenance. The datacenter network means the portion of the Cologlobal network extending from the outbound port on your edge device to the outbound port of the datacenter border router and includes ColoGlobal managed switches, routers, cabling.

Infrastructure

We guaranty that datacenter HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Infrastructure downtime exists when a particular server is shut down due to power or heat problems. ColoGlobal provides redundant A+B power to all customers and to all devices. It is required that our included A+B power is used in order for this 100% power uptime SLA to apply.

Credits

If we fail to meet a guaranty stated above, you will be eligible for a credit. Credits will be calculated as a percentage of the fees for the server adversely affected by the failure for the current monthly billing period during which the failure occurred (to be applied at the end of the billing cycle), as follows:

ColoGlobal Inc offers 100% Network uptime SLA for all customers. Unscheduled network outages of any nature will make customers eligible for a service credit valued at 1 days of service for every 5 minutes of unscheduled network outage accrued during a calendar month.

Infrastructure: Unscheduled Infrastructure outages of any nature will make customers eligible for a service credit valued at 1 days of service for every 5 minutes of unscheduled network outage accrued during a calendar month.

Please note – Scheduled Maintenance Windows are exempt from any uptime SLA’s.

Terms of Service

– All contracts are monthly based with a 30 day termination clause (this is negated in place of a signed customized contract, in which case, the terms of the signed contract take over)

– Cologlobal space, power and bandwidth can only be used for legal purposes. Any action considered illegal in the respective jurisdiction or any actions which negatively impact services for other customers within the facility (intentional or unintential) will be given 48 hours via written notification to resolve offending scenarios. If unsolved, Cologlobal retains the right to suspend &/or terminate services

Limitations

You are not entitled to a credit if you are in breach of your services agreement with The ColoGlobal (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if the downtime would not have occurred due to your actions or a breach of your agreement with ColoGlobal, your misuse/actions of the server systems whether on purpose or accidentally, or through an attack against your server.

This Service Level Guaranty is your sole and exclusive remedy for your servers unavailability.

Not withstanding anything in this Service Level Guaranty to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your fee for a monthly billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods.

This Service Level Guaranty is part of your Agreement with ColoGlobal, along Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents.

To receive an SLA credit, ColoGlobal customers must contact the billing department via the ticketing system. You must show that your use was adversely affected in some way as a result of the downtime to be eligible for the credit.

If any dispute arises about this agreement or how this agreement applies or arising out of your use of this site or our services, the laws of Canada will apply.  You irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of Canada, and waive any right that you may have to object to an action being brought in those courts.  To the maximum extent permitted by law, this agreement is governed by the laws of Ontario, Canada. You hereby consent to the exclusive jurisdiction and venue courts in Toronto, Ontario, Canada in all disputes arising out of or relating to the use of our services.