SLA Credit Claim: To properly claim an SLA credit due, a master administrative user must open an SLA ticket located inside the help desk within five days of the purported outage. Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable. The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated. SLA credits are issued as service credits on Uncorrupted billing cycles. SLA credits shall not be bartered or traded with other Uncorrupted Hosting customers. Please allow up to twenty (20) days for the processing of SLA claims.

SLA Claim Fault: Customers currently in arrears for monthly services do not qualify for SLA claims. Customers making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension. Customers participating in malicious or aggressive internet activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.

Public Network: Uncorrupted Hosting guarantees 99.9% uptime on all public network services to Customers located in our datacenters. Specific guarantees with SLA information are listed in the table below.

Private Network: Uncorrupted Hosting does not offer a SLA on the private network.

Redundant Infrastructure: Uncorrupted Hosting guarantees 99.9% uptime on the power and HVAC services to Customers located in our datacenters. All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators. Specific guarantees with SLA information are listed in the table below.

Virtual Private Servers: Virtual Private Server nodes are covered by this policy. Individual Virtual Private Servers are not guaranteed under this policy. Uncorrupted Hosting guarantees 99.9% uptime to the node and the ability access the VPS Control Panel to reboot your VPS if it is non-responsive. Uncorrupted Hosting does not guarantee uptime on internal services such as MySQL, Apache, FTP, etc. If a resolution is offered to a customer experiencing downtime (e.g. new Virutal Private Server on another node), the downtime and credit ends upon delivery of the offered resolution. Hardware failures fall under the hardware category below. SLA credit claims will be based upon the time between when a ticket is opened by the customer regarding the downtime and the time to resolution of the issue. Private Network Storage VPSs do not qualify for the SLA.

Infrastructure & Hardware: Public Network, Power/HVAC Infrastructure, and VPS node SLA listed below:

Hardware Replacement: Uncorrupted Hosting guarantees the replacement of failed hardware and hardware components located within our datacenters. Uncorrupted Hosting guarantees a failed hardware component will be replaced within 4 hours of an outage.

Hardware Upgrades: Uncorrupted Hosting guarantees hardware upgrades will commence and complete within four hours of scheduled hardware upgrade maintenance windows. Failure to install the hardware within the four hour time will result in a SLA credit as outlined below.