Service Level Agreement (SLA)

 

The Service Level Agreement (SLA) is included within the Master Service Agreement, and is applicable to all services delivered directly to Customers of LYLIX. The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise.

Scheduled Maintenance

From time to time, LYLIX is required to perform scheduled maintenance on its website(s), hardware, and networks. Any downtime resulting from such scheduled maintenance does not qualify for SLA credit. Customers will be given advance notice of maintenance, where possible, and generally within no less than 24 hours.  In extenuating circumstances, for example, as a preventative measure to resolve service vulnerabilities, emergency maintenance may be performed with no prior notice, and does not qualify for SLA credit.

Network Availability Guarantee

LYLIX guarantees 99.9% uptime of all public network services to Customers located in our partner datacenters. All public network services include redundant carrier-grade Internet backbone connections. In the event that any of our networks do not experience 99.9% network uptime in a given month, LYLIX will credit 5% of the Customer's monthly service fees for those servers affected, for each 60 minutes of network downtime experienced (up to 100% of the monthly service fees for those servers affected).

Hardware Availability Guarantee

LYLIX guarantees the reasonable availability of CPU, RAM, disk, and network resources for VPS and shared web hosting clients. In the event that our hardware is overloaded or otherwise unable to accommodate the Customer, the lost time shall be considered like network unavailability as above, and the same terms will apply.

SLA Credit Claim

To claim credit provided under the SLA, Customers must open a Billing ticket in our Customer Portal, within five (5) business days of the purported outage. The Customer must include reference to the specific service(s) affected and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department, and credit will be applied to the customer's account if necessary. SLA credits are issued in the form of account credits valued on future billing cycles, current due invoices, or new orders. SLA credits shall not be bartered or traded with other LYLIX customers, and cannot be refunded or withdrawn. SLA claims will typically be processed within 48 hours of receipt, but may take up to 7 days for processing.

SLA Exemptions

Customers currently in arrears for monthly services do not qualify for SLA claims. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the Acceptable Use Policy. Customers violating the Acceptable Use Policy or Terms of Service in any other way will not be eligible for SLA claims, nor will they be considered by certain other provisions of this Master Service Agreement.

Limitations

• This SLA will not apply to any software or services running inside the Customers's server, nor to the Customer's server directly; it applies only to downtime caused by instability of host systems and networks.
• This SLA will not apply in any situation where downtime is caused by, or could have been prevented by, the Customer.
• This SLA will not apply in circumstances where downtime has been caused by forces beyond LYLIX's control, for example carrier outages, natural disasters, and wide-scale incoming DDoS attacks.
• This SLA will not apply in the case that a legal action is taken against a customer of LYLIX and LYLIX is required to act in accordance with a court order or otherwise