PingPipe Internet Corporation will provide to each client dedicated server a minimum of 100% uninterrupted transit to the Internet and a minimum of 100% uninterrupted access to electricity. Should transit to the Internet or electricity to a client dedicated server become unavailable for a cumulative period of up to 5 minutes beyond the 100% minimum in any month of service, the client will be entitled to receive credit for the equivalent to 5% of the client’s Recurring Monthly Fees for that month that would otherwise be payable to PingPipe for the effected services. Should transit to the Internet or electricity remain unavailable for a cumulative period beyond 5 minutes, the client will be entitled to an account credit equivalent to 5% of the client’s Recurring Monthly Fees for the month that would otherwise be payable to PingPipe for the effected services for each cumulative 1 hour period that network or power is unavailable. All credits pursuant to the above will be calculated in 1 hour periods.
Any and all credits issued in accordance with this SLA during any one month’s time related to any single dedicated server shall not exceed 100% of the Recurring Monthly Fees for that single dedicated server or colocated server that would otherwise be payable to PingPipe during that month for the effected services. No part of this agreement covers outages or other service interruption that is 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 PingPipe. 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 the Announcements page in the PingPipe client area, located at http://www.pingpipe.com/whmcs/announcements.php. 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 from the PingPipe client area.