Holdfire's Service Level Agreement (SLA) guarantees a monthly uptime goal of 99.9%. If we do not meet this goal, you are entitled to a compensation. The compensation is based on the chart below.
| Uptime Percentage | Credit |
|---|---|
| 99.9% | Guaranteed |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| 99.1% | 80% |
| 99% and below | 100% |
Terms and Conditions
All SLA claims must be filed by opening a support ticket through My.Holdfire within 7 days of the incident. This ticket must contain all relevant information including but not limited to the affected domain, IP address, description of the incident and any logs (if applicable.) All SLA credits will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime, network maintenance and hardware failure will not apply towards this downtime calculation.
Holdfire, LLC will proactively monitor service uptime and these monitoring systems will be the sole arbitrator of system availability.
