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Service Credits:
Hosting Service credits when issued will be credited to the Customer account and will be used to offset
future billable services. Service credits will not be issued as cash back to the Customer nor are service
credits transferable to any other Customer accounts.
SLA Credit Claim:
To properly claim a SLA credit due, a user must open a SLA ticket located inside the Customer billing
panel at https://secure.neuroadvanced.com/ce within seven (7) days of the purported outage. Customer
must include service type, IP Address, contact information, and full description of the service interruption
including logs if applicable. The SLA claim will be researched by the appropriate manager and any credit
issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service
credits on future billing cycles. SLA credits cannot be transferred, bartered or traded with other
NeuroAdvanced, LLC Customers. Please allow up to fourteen (14) days for the process of SLA claims.
SLA Claim Fault:
Customers currently in arrears for monthly services do not qualify for SLA claims. Customers who have
been in payment arrears three or more times within the previous twelve months do not qualify for SLA
claims. Valid SLA claims will not be credited to Customer accounts until all abuse issues are resolved.
Customers making false or repetitive claims will incur a onetime charge of $50 per incident for such
claims. False or repetitive claims are a violation of the Acceptable Use Policy and may be subject to service
suspension and/or termination. Customers participating in malicious or aggressive internet activities thereby causing attacks or counter attacks do not qualify for SLA claims and shall be in violation of the AUP.
Public Network:
NeuroAdvanced, LLC guarantees 99% uptime in a given month, excluding scheduled maintenance, on all
public network services to Customers. All public network services include redundant backbone connections, advanced intrusion detection systems and denial of service mitigation.
Customer Panels:
NeuroAdvanced, LLC guarantees 99% uptime in a given month, excluding scheduled maintenance, access
to our online Customer billing panel, and hosting control panel. Both panels are utilized to handle all billing
aspects, hosting configuration, management, ticket access, and other related services.
Redundant Infrastructure:
NeuroAdvanced, LLC guarantees 99% uptime in a given month, excluding scheduled maintenance, on
hardware we utilize and rent to provide service to Customers. All equipment and related services are
served by redundant ups power units with backup onsite diesel generators that can run continuously if
needed.
Server Restarts:
NeuroAdvanced, LLC guarantees 99% uptime on our servers / services, however we do perform server /
service restarts to ensure services are up to date, and have the latest security updates on a monthly or
bi-monthly basis. During this time services will experience a few minutes downtown at most every few
months, this is done during overnight hours so that it will not affect public traffic, if any at the time.
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