ColoDetroit guarantees Network and Power Infrastructure uptime to be 100%. This guarantee assures that all major routing devices within our network are reachable from the global internet 100% of the time.
Network & Power SLA Remedy
In the event that Colo Detroit does not meet this SLA, Colo Detroit clients will become eligible to request compensation for downtime. If Colo Detroit is or is not directly responsible for causing the downtime, the customer will receive a credit for the actual amount of downtime. This means that if your server is unreachable for 1 hour (beyond the 0.0% allowed), you will receive 1hours of credit at the end of the billing period based on your base Colo Detroit hourly rate. The Colo Detroit hourly rate does not include any other charges, including but not limited to, bandwidth, image storage, backups, IP's or any other additional service. All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed the customer's monthly recurring charge. This SLA does not apply for any month that the customer has been in breach of Colo Detroit Terms of Service or if the account is in default of payment.
How to Report a Problem
Colo Detroit technicians are available 24 hours a day. There are a number of ways to reach us, including phone support, online help desk, and email.
Network & Power SLA Exclusions
Many possible situations are completely beyond the control of Colo Detroit, and therefore are not in the scope of this SLA. These situations include:
Scheduled Network or Power System MaintenanceOccasionally network or power system maintenance will be required. Colo Detroit will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file. Scheduled maintenance periods are not eligible for SLA credits.
On rare occasions, the hardware which hosts your Colo Detroit Server may need maintenance or replacement. Colo Detroit will do everything possible to minimize any downtime in these situations per our SLA. Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.
Software MaintenanceAn important part of managing a server is keeping the software up to date. If you choose to have Colo Detroit manage your server, occasional software updates will be required to address security or performance issues. Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.
If a third party not associated with Colo Detroit initiates a "Denial of Service" or other form of disabling attack against your server or major portions of our network, Colo Detroit will do everything in its power to stop the attack, but cannot guarantee a resolution time.