1Byte Service Level Agreement
Instance-Level Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.5% but equal to or greater than 99.0% | 5% |
| Less than 99.0% but equal to or greater than 95.0% | 10% |
| Less than 95.0% | 15% |
Instance-Level SLA
SLA Credits
The calculation of Promo Credits shall be based on a percentage of current billing cycle for the Single Cloud Server Instance in that did not meet the Instance-Level SLA, as the case may be.
The issuance of a Promo Credit shall not entitle the customer to any refund or other payment from 1Byte. The Promo Credit shall be deemed applicable and issued only if the credit amount for the relevant monthly billing cycle exceeds one dollar ($1 USD). Promo Credits shall not be transferable or applicable to any other account and has an expiration period of 30 days after being issued.
Credit Request and Payment Procedures
To receive a Service Credit, a formal claim must be submitted through [email protected]. The claim must be received by 1Byte within 1 month after the occurrence of the incident and must include the following information:
- The subject line must read "1Byte Credit Request - Instance-Level Claim"
- Include dates, times for each instance of Unavailability
- Provide the machine name for the affected Cloud Server Instances
- Supply request logs and any necessary data to validate the claimed outage (Confidential or sensitive information should be replaced with asterisks)
Promo Credits will be calculated as a percentage of the current billing cycle for Cloud Server and will only be applied towards future payments. 1Byte reserves the right to issue the credit to the affected account, but only if the credit amount is greater than $1. Promo Credits cannot be transferred or applied to any other account.
If the claim under Instance-Level SLA is confirmed by 1Byte as valid, a Promo Credit shall be issued to the claimant within 30 working days after the request is confirmed.
Should the claimant fail to provide the required information or additional information as specified above, they shall be disqualified from receiving the Promo Credit. The provisions of this Service Level Agreement represent the sole and exclusive remedies, as well as the sole and exclusive obligations of 1Byte, for any unavailability, non-performance, or failure to provide cloud server, unless otherwise specified within the Agreement.
