On the off chance that the Uptime during the month viable is under 99.95 %, this will prompt SLA violation and ISROCLOUD will give refunds to Customer as set over here monthly repeating charges for the influenced Service.
We reach 99.95% or better network and power uptime in all our locations. As a testament to our excellent service, we offer to refund (in form of Service Credits) any calendar day worth of the Service’ cost. The amount of credit or service period refunded is as below stated:
- 99.95% or higher prominent No Service Extension
- 99% to 99.95% Services Credit/Extension worth 10%
- 98% to 99% Services Credit/Extension worth 20%
- Less than 90% Services Credit worth 100%
Any downtime should be accounted for to ISROCLOUD through email, which is open 24 hours, 7 days per week. The Customer must give the vital data and cooperate fully with ISROCLOUD to empower ISROCLOUD to narrow down the main cause of service problems. The time of any Fault and timespan of estimation of credit starts from the time the Support Ticket is logged by the ISROCLOUD support alias until the time that ISROCLOUD tells the Customer that the Fault has been looked after.
After opening of support request, ISROCLOUD will carry out a research on the given downtime and will put in use industry standard efforts to amend and bring back the services to prior levels of efficiency
Refunds only apply to a Fault of which ISROCLOUD support team has required information and cannot exceed the amount received by ISROCLOUD from customer during the current month only.