Service Level Agreement

This page describes the SLA structure. Binding uptime targets, hardware replacement targets, support response targets, credit percentages, and measurement windows must be stated in the written order or master service agreement.

1. Scope

The SLA may apply to network availability, dedicated server hardware availability, support response, or custom managed-service obligations, depending on the ordered service. Self-managed software and customer applications are outside the SLA unless expressly included.

2. Availability commitments

Availability targets must be published as exact percentages only after approval. Measurement should define the service boundary, monitoring method, outage start and end rules, maintenance exclusions, and customer reporting requirements.

3. Hardware replacement

Hardware replacement commitments depend on datacenter access, part availability, fault confirmation, and whether equivalent replacement hardware is acceptable. The written order should state the target and exclusions.

4. Support response

Support response targets should define priority levels, support hours, required ticket information, escalation path, and what counts as acknowledgement versus resolution.

5. Maintenance

Scheduled maintenance, emergency maintenance, upstream carrier events, security response, and customer-requested changes may be excluded from availability calculations depending on the written SLA.

6. Credits

Service credits, if offered, should be requested through support and are typically the sole remedy for SLA failure. The written SLA should define credit percentages, caps, eligibility, request deadlines, and non-creditable events.

7. Exclusions

SLA coverage should exclude downtime caused by customer software, misconfiguration, abuse, non-payment, violated terms, DDoS events beyond the agreed mitigation scope, force majeure, third-party services outside BryskBits control, or customer failure to cooperate.

8. Custom service levels

100 Gbps, bandwidth pool, IPTV, and custom infrastructure customers can request written service levels during configuration review. Do not rely on a verbal target; it should appear in the final order.