服务等级协议
我们对可靠性的承诺
Uptime Guarantees
99.999%
5.26 minutes/year
25% credit for violations
Enterprise tier infrastructure
99.99%
52.6 minutes/year
15% credit for violations
Professional tier infrastructure
99.9%
8.76 hours/year
10% credit for violations
Standard tier infrastructure
What We Guarantee
- Network availability and connectivity
- Power and cooling systems operation
- Physical security and access control
- Hardware replacement within 4 hours
- 24/7 technical support response
- Data center environmental controls
Service Credits
If we fail to meet our SLA commitments, you are entitled to service credits applied automatically to your next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| 99.00% - 99.99% | 10% of monthly fee |
| 95.00% - 98.99% | 25% of monthly fee |
| 90.00% - 94.99% | 50% of monthly fee |
| Below 90.00% | 100% of monthly fee |
Exclusions
The following circumstances are not covered by our SLA:
- Scheduled maintenance (announced 72 hours in advance)
- Force majeure events (natural disasters, war, terrorism)
- Customer equipment or software failures
- Third-party service provider outages
- Customer-initiated changes or misconfigurations
Claiming Credits
To claim service credits, submit a ticket to our support team within 30 days of the incident. Include your account details and a description of the outage. Credits are automatically calculated and applied based on our monitoring data.
Contact
For SLA-related inquiries, contact our support team at sla@speednex-inc.com or call +82 010 5958 8837.