Service Level Agreement

A 99.99% uptime SLA means that you should expect less than 53 minutes of unscheduled downtime over the course of a year. We take this further and seek to reach more than 99.999% availability.

Many of our competitors only offer a 99.9% or 99.95% uptime guarantee. And while that difference may not seem significant, the difference actually amounts to a downtime of 4 to 8 hours.

How would your business suffer if your web site was down for a whole day? Or even half a day? With ETRN’s four-nines uptime guarantee, you won’t have to find out.

How do we guarantee four nines availability?

We architect our cloud specifically for reliability, performance, and data protection. 

Here is the text of our SLA:

1. SERVICE AVAILABILITY ETRN will make the Services available 99.99% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as follows:
   Service Availability = (total minutes Services are available × 100) / (total minutes in the month − Excused Downtime)
2. EXCUSED DOWNTIME
   “Excused Downtime” means the length of time the Services are unavailable due to:
   • Scheduled Maintenance; includes any maintenance performed during established maintenance windows for which we provide reasonable notice or coordination with you in advance of the maintenance.
   • Emergency Maintenance; means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.
   • Beta Services;
   • Force Majeure events; and
   • The actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds ETRN’s recommendations or advertised limits.
3. SLA CREDITS
   You are entitled to a credit of 5% of the applicable monthly Fees for each half hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 30 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 31 and 60 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.