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unanimity Managed Cloud – Service Level Agreement (SLA)

 

Last revised: June 27, 2022

99.99% Uptime Guarantee

Ubitquity offers a 99.99% uptime guarantee via this Service Level Agreement based on network and host node availability. Collectively, these guarantees may be referred to as the “SLA.”. You agreed to become a Ubitquity customer, which is hereby incorporated by reference as an indispensable part of this SLA.

This uptime guarantee is applicable on a per-service-item basis and is not applied to your entire invoice. For example, if you have fifty (50) servers with Ubitquity, and one (1) of those servers experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) server’s downtime and not Your entire account with Us. This uptime guarantee does not apply to the accessibility of Ubitquity’s web site or DNS (Domain Name System) servers.

Packet Loss and Latency

Ubitquity does not proactively monitor the packet loss or transmission latency of specific customers. Ubitquity does, however, proactively monitor the aggregate packet loss and transmission latency within its LAN and WAN. In the event that Ubitquity discovers (either from its own efforts or after being notified by You) that you are experiencing packet loss in excess of one percent (1%) (“Excess Packet Loss”) between your instance and one hop from Ubitquity’s border router(s) (first hop of egress providers router) and You notify Ubitquity via an email to info@ubitquity.io (or Ubitquity has notified You of an event), Ubitquity will take all actions necessary to determine the source of the Excess Packet Loss/Latency.

99.99% Uptime Guarantee

Ubitquity offers a 100% uptime guarantee via this Service Level Agreement based on network and host node availability. Collectively, these guarantees may be referred to as the “SLA.” This SLA is provided as a supplement to the Hosting Terms and Conditions You agreed to in becoming a Vultr customer, which is hereby incorporated by reference as an indispensable part of this SLA.

This uptime guarantee is applicable on a per-service-item basis and is not applied to Your entire invoice. For example, if You have fifty (50) servers with Us, and one (1) of those servers experiences downtime, any credit due to You under this uptime guarantee would be proportional to that one (1) server’s downtime and not Your entire account with Us. This uptime guarantee does not apply to the accessibility of Ubitquity’s web property, DNS servers, API, or control panel.

Our network operates with 0% packet loss. If you notice packet loss on Ubitquity’s network, notify us. The SLA applies to packets from Ubitquity’s network to its providers network. If the packet loss occurs within a third party providers network outside of Ubitquity’s control this SLA does not cover that.

You will receive a credit for instances experiencing an outage.

Limitations

The uptime guarantee ONLY applies to network and instance availability during normal operation. The uptime guarantee does NOT apply to server-side software uptime. Any outage due to server software, operating systems, improper configurations, denial of service attack against your instance, instance suspension, instance paused/halted for any reason, or any other non-network or non-“host node” outage, for any reason and whether or not such outage is caused by Us due to upgrading, troubleshooting or performing any other tasks, is not subject to this uptime guarantee. The guarantee does NOT apply when a scheduled maintenance occurs with a minimum of twenty-four (24) hour notice or in the event a time critical patch/update must be applied as long as the outage/packet loss does not exceed ten (10) minutes.

Furthermore, none of the guarantees in this SLA may be combined. For example, a hardware outage that also disrupts network activity will not qualify You for two (2) separate credits. If for example, a hardware outage was the basis for the connectivity loss, the entire event will count as one single outage for the purpose of determining applicable credit.

Outage Credits

In accordance with the procedure outlined below, you must initiate an email request to info@ubitquity.io that a credit be applied to your account. Merely initiating a an email to us related to an outage will not result in any credit to your account. Initiating an email and requesting a credit is what triggers an event for any potential credits; however, Ubitquity must still determine, in its sole discretion, whether or not an eligible outage has occurred. If Ubitquity determines that an eligible outage has occurred, then the email you generated will be used to generate a credit using the table below:

 

Outage Time Frame Credit Amount
Less than 9 minutes 12 Hours
10 – 59 minutes 24 Hours
60 – 119 minutes 48 Hours
120 – 239 minutes 120 Hours
240 – 419 minutes 240 Hours
420+ minutes 672 Hours (1 Month)

 

How To Obtain Your Credit

In order to receive any credit offered under this SLA, You must initiate a support ticket related to the event AND expressly request that We issue a credit. DO NOT ASSUME THAT WE ARE AWARE OF YOUR OUTAGE. Your outage may be wholly unrelated to Ubitquity’s services, so unless You contact Us via email to info@ubitquity.io, We may not be aware any problem exists. Outages related to hardware or other services or events not under Vultr’s control are not eligible for any guarantee or credit offered under this SLA.

You may initiate such a support request via email to  info@ubitquity.io. You MUST obtain a confirmation email from us as proof that you initiated an email related to the outage, and the email MUST ask for a credit related to the outage. As stated herein, the timestamp on the email will mark the beginning of an outage should Ubitquity determine that an eligible outage occurred. If Ubitquity was aware of the issue before You were, Ubitquity may notify You of the outage. In such an instance, You must still initiate an email to confirm that You are aware of the outage, and such email must still also request a credit. 

You agree and acknowledge that all other terms, limitations, exclusions, disclaimers and requirements contained in Ubitquity’s Master Service Agreement (MSA) apply to this SLA.