Service Level Agreement (SLA)
Service Level Agreement ("SLA") covers guarantees for our network and server hardware, and is made between turbovps.com ("we", "us", "our") and the customer, ("you",” your”). This document will be updated from time to time as needed. Changes can be seen at our online location at https://www.turbovps.com Notifications of updates will not be sent, it will be your responsibility to stay current of changes.
turbovps.com will continue to forge ahead in our commitment to work harder, faster and better for your business as well as ours. We will commit to you in the form of this Service Level Agreements (SLA) that we will provide certain rights and remedies regarding the availability and performance of our network.
turbovps.com will offer eligible clients the following guarantees:
Network Latency Guarantee
Network Packet Delivery Guarantee
Network Power Availability Guarantee
Network Reporting, Tracking and Notification Guarantee
Network Performance and Availability Guarantee
Force Majeure: turbovps.com shall not be liable for failure or delay in performing it obligations hereunder if such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies or power used in or equipment needed for provision of the services.
turbovps.com’s Network is engineered to deliver the highest level of network uptime and availability. We guarantee our Network will be available 100% of the time.
(a) turbovps.com Network maintenance;
(b) Your applications, equipment, or facilities;
(c) Acts or omissions by you, or any user of the service authorized by you;
(d) Reasons of Force Majeure **
Network downtime is defined as a 100% packet loss occurring in the transmission of data (packets) from your leased or collocated server, in our Data Center, to the Internet backbone for more than fifteen (15) consecutive minutes. Any suspected downtime must be reported to a turbovps.com technician and must be verified by at least two (2) trace routes from independent locations. Downtime will be measured from the time the outage is reported to the time the server is able to transmit and receive data again.
Compensation for downtime.
In case if we fail to meet our network uptime SLA we will credit your account for downtime. The credit can further be used against any of our services or could be applied to the next month invoice for same invoice.
99% uptime = 10% of the monthly billing credit
98% uptime = 20 % of the monthly billing credit
Less then 98% = 50% of the monthly credit