Service Level Agreement

Continuum guarantee uptime in each month of 100%.

The Service Level Agreement covers virtual server and network availability. The network is considered available when the majority of the Internet is accessible. We have multiple Tier-1 network connections to minimise the risk of third party failures causing major network outages, though their may be brief pauses while the Internet re-routes traffic.

Should we not achieve our uptime target our customers will receive credit on the monthly invoice for each Virtual Server affected (except for routine and emergency maintenance).

The credit will be calculated on the following basis:-

• < 100%   5%
• < 99.95 10%
• < 99.90 15%
• < 99.85 20%
• < 99.80 30%

If there are multiple down times in the same service period, the time is added together. e.g. 2 down times each lasting 2 minutes each would count as 4 minutes of downtime in a month giving credit of 5%. Should the customer render the server inoperable due to overload, or software configuration etc. this is not covered by the SLA.

The SLA will not cover down time due to breach of the Acceptable Use Policy.