This Service Level Agreement ("SLA") applies to all customers who have purchased services through xervers.
Xervers is committed to providing service continuity to ensure the best performance and a high level of uptime that will be monitored monthly.
If percentages decline from guaranteed parameters, xervers will offset each hour of inactivity with a credit day to be used in future renewals.
In order to receive the Monthly Credit Percentage, it is necessary to request the same at the latest within a period of 15 days from the date on which the unavailability of the server occurred. The request must be made by the Client from his control panel, opening a ticket, through which the Client must specify and demonstrate the problem found and the guaranteed limit exceeded, the date and time of beginning and end of the service unavailability . Xervers reserves the right to verify what has been said by the Customer and in the case of a positive result, to acknowledge to the Client the indemnification provided.
It is agreed that the Monthly Credit Percentage will not be recognized to the Customer when the unavailability of the Service or the interruption of the Service depends on: