The minimum availability

The minimum availability of the Service in any given month, and the credits for failure to meet such availability (excluding the Exclusions set forth below) are as follows:

Availability WarrantyCredit
99.95 – 99.90% 10% of monthly fee
99.90 – 99.50% 20% of monthly fee
Less than 99.50% 50% of monthly fee

Maximum amount of the credit is 100% of the fee for such month.

Availability Metric

The Service’s availability metric is measured using PortaOne’s monitoring software. This monitoring software will run from a minimum of three global locations with staggered timing. On a monthly basis, the Service’s availability metric will be measured using the measurable 5-minute increments in the month (total measurable 5-minute increments minus Exclusions (defined below) as the denominator. The numerator is the denominator value minus the time of any outages in the month (duration of all outages combined minus Exclusions) to give the percentage of available uptime. An “outage” is defined as two consecutive monitor failures on all monitoring locations simultaneously within a five-minute period, lasting until the condition has cleared.

Exclusions

The Service’s availability metric shall not apply to performance issues caused by the following:

  • overall Internet congestion, slowdown, or unavailability;
  • unavailability of generic Internet services (e.g. DNS servers) due to virus or hacker attacks;
  • force majeure events as described in the terms of agreement;
  • actions or inactions of Customer (unless undertaken at the express direction of PortaOne) or third parties beyond the control of PortaOne;
  • a result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of PortaOne;
  • scheduled Service infrastructure maintenance; and
  • upgrades and patches made to the Service that occur approximately four times per year may require downtime in addition to the scheduled maintenance. This downtime will be scheduled in advance and coordinated with Customer.
SLA for PortaSwitch SaaS

contact@portaone.com

Toll-free calls (phone & Skype)
+1 866 747 8647
Calls & faxes from abroad:
+1 604 628 2508

PortaOne, Inc.
Suite 408, 2963 Glen Drive
Coquitlam, BC, V3B 2P7
Canada

Superb reliability and scalability with
24/7 professional technical support

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Open architecture

PortaOne provides both APIs and source code for PortaSwitch to allow an easy integration
 
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Scalability for growth

Our platforms can easily scale up by adding more servers to match your project success
 
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Reliability and redundancy

Clustering and geo‑redundancy for high availability configuration and zero downtime updates
 
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Agile development

PortaOne delivers more than 20 software builds per year - new features are available every 7 weeks
 
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24/7 technical support

Over 60% of our 300 engineers are in the technical support services, praised as the best in industry
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