Service level agreements
Power and network
Neutrino will provide all servers an uninterrupted, to its best effort, network and A+B power feeds. In any event that either utility fails, Neutrino will attempt to remediate the issue as soon as humanly possible.
In the event that the downtime exceeds more than 0 minutes per billing period/month, you can elect to either receive a credit towards your account or receive direct monetary compensation to be used elsewhere.
"No-bull" SLA
We're not going to hook you with a ton of exceptions and other unnecessary things. Basically, if downtime is our fault, we will admit it and compensate you.
Compensation
- 1% credit per 60 seconds of downtime up to a maximum of 100% of your monthly bill
- $3.99 administrative fee if you wish to receive a check or other form of payment than a credit to your Neutrino account
- If you decide to leave due to downtime, there will be no cancellation notice period - you can leave at any time and receive a prorated refund for the rest of your contract if you prepaid
Exceptions to SLA
- SLA applies when it is our fault: if you accidentally rm -rf / your box, that is your problem
- This does not cover inaccessibility due to routing in foreign countries: only when the network is DOWN
- You will only be credited if the downtime is at least 400 cumulative seconds (this is included in the SLA credit: downtime counting does not start after 400 seconds)