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Service Level Agreement (SLA)

Last updated: January 2021



IaaS

We guarantee at least 99.9% availability of the Netwindy Infrastructure as a Service (IaaS) services. The services are considered available in the following scenarios:

  • Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

VaaS

We guarantee at least 99.9% availability of the Netwindy Voice as a Service (IaaS) services. The services are considered available in the following scenarios:

  • Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

DRaaS

We guarantee at least 99.9% availability of the Netwindy Disaster Recovery as a Service (IaaS) services. The services are considered available in the following scenarios:

  • Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

SECaaS

We guarantee at least 99.9% availability of the Netwindy Security as a Service (IaaS) services. The services are considered available in the following scenarios:

  • Users are able to login to the service, login to the Control Panel or access applications and reset passwords.

Web Hosting Services

We guarantee at least 99% availability of the Netwindy Web Hosting Services. The services are considered available in the following scenarios:

  • Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
  • Users are able to publicly view published web content.

Email Hosting Services

We guarantee at least 99.5% availability of the Netwindy Email Hosting Services. The services are considered available in the following scenarios:

  • Users are able to login to the service, login to the Control Panel or access applications and reset passwords.
  • Users are able to send and receive emails.

SLA Table:
Availability %Downtime per year
99%
3.65 days
99.5%
1.83 days
99.8%
17.53 hours
99.9%
8.77 hours

Support Ticket Response Table:
Availability %Downtime per year
Low
Within 48 Business Hours
Medium
Within 12-24 Business Hours
High
Within 4-8 Hours
Critical
Within 30 Minutes

Note: Reserved for network down emergencies or security related issues.

Revisions to this SLA:
LunarWeb LLC. reserves the right to revise, amend, or modify this SLA, our SLA and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted in accordance with our TOS.