Service Level Agreement

Simplify Your Service Level Agreement with Ease

Pro Certify Crew is proud to deliver outstanding performance, reliability, and service through our Service Level Agreement (SLA). This SLA offers specific rights and remedies concerning the performance of our network. It ensures the reliability and performance of our network and equipment. This SLA is applicable to customers of Pro Certify Crew, Domain Registration, Web Hosting, Reseller Web Hosting, Web Designing, Co-location, and Internet Transit/Transport services.

Guaranteed Up-time in Service Level Agreement:

At Pro Certify Crew, we pour our hearts into ensuring a remarkable 99.99% network and service up-time. Our promise to you is at least 99.5% up-time, a commitment we take very seriously. Our expert systems or reliable partners closely monitor this monthly metric. If, by any chance, we fall short of this 99.5% guarantee, and it’s not due to specific exceptions listed below, we will provide credits to our valued Clients who request them, considering each case individually.

We understand the frustration of downtime, but issuing full month’s service credits for minor interruptions would harm our ability to serve you effectively. Instead, we believe in “partial refunds for partial downtime” to ensure fairness and sustainability. In rare and extreme situations, we may consider full month credits, always with careful consideration. Details on credit calculation are provided below.

Exceptions to the Service Level Agreement:

Customers will not receive any credits under this SLA for any failure or deficiency of the Pro Certify Crew network resulting from:

Circumstances beyond reasonable control, including acts of any governmental body, war, insurrection, sabotage, embargo, “Acts of God” (e.g., fire, flood, earthquake, tornado), strikes or other labor disturbances, interruption or delay in transportation, unavailability of or delays in telecommunications or third-party services, failure of third-party software, or inability to obtain raw materials, supplies, or power for equipment.
Telco failures (e.g., a backhoe cutting a fiber line).
Backbone peering point issues (e.g., a Level 3™ router failure affecting a portion of the data center’s Internet service).
Scheduled maintenance for hardware or software upgrades.
Hardware failures (although rare, faulty hardware is unpredictable and unavoidable). Pro Certify Crew utilizes only high-quality, name-brand hardware.
Software bugs or flaws (exploits and bugs may develop, causing security issues or downtime).
DNS issues beyond the direct control of Pro Certify Crew.
Network floods, hacks, or attacks from external parties or individuals.
Failure or error of any Pro Certify Crew monitoring or measurement system.
Acts or omissions by the Client, including negligence, willful misconduct, or use of Pro Certify Crew services in breach of Service Guidelines (AUP) by the Client or authorized users.

Connectivity Service Level Agreement:

This policy strictly prohibits any harmful or abusive actions, whether illegal or damaging to Pro Certify Crew assets. It breaks our hearts to see any harm come to Pro Certify Crew equipment or infrastructure – please handle them with care. Offenders will face the maximum legal penalties

Prohibited Use Guidelines:

Pro Certify Crew is dedicated to ensuring network availability for its clients, aiming to minimize outages whenever possible. An outage is defined as the inability of clients to send or receive IP packets for more than 15 consecutive minutes due to a service failure, excluding scheduled maintenance and upgrades. The Pro Certify Crew network does not include client premises equipment or any Telco access facilities connecting the client’s premises to the infrastructure.

At Pro Certify Crew, we strive to maintain an Average Round-Trip Latency of 85 milliseconds or less on our network. This figure, calculated monthly, reflects the average time for round-trip packet transfers between the Pro Certify Crew network and major backbone peering points, as measured by us. Furthermore, we aim to keep Average Packet Loss on the Pro Certify Crew network at 1% or less. This metric, calculated each month, reflects the heart-wrenching reality of the average percentage of IP packets on our network that fail to reach their destination, as determined by our measurements.

Data Analysis:

Pro Certify Crew will periodically (about every 5 minutes) monitor network and server availability using software and hardware that measure application traffic and responses. The Client understands that these measurements may not reflect the exact path of the Client’s Internet connection and apply solely to the Pro Certify Crew network, not to other networks the Client may use. Pro Certify Crew reserves the right to change measurement points and methodologies periodically without notifying the Client. Network and server reports will be provided at a location specified by Pro Certify Crew and accessible to the Client.

Equipment Failure:

Pro Certify Crew supports all equipment on our network. While hardware issues are rare, they can occur unexpectedly. We exclusively use top-quality, high-performance name-brand hardware.

We deeply understand the frustration and anxiety that comes with hardware issues causing server crashes or slowdowns. That’s why we’re committed to replacing any defective hardware affecting your equipment’s performance within 48 hours. We understand the importance of a smooth-running network and servers, and we’re here to support you. Rest assured, we will resolve these issues within two hours, bringing peace of mind back to your day.

Router failures are exceptions to this SLA and may need on-site engineers or emergency personnel from backbone providers. We handle these situations with heartfelt dedication, relying on our trusted contracts with backbone providers for emergency repair services.

Pro Certify Crew offers unlimited free replacement of any faulty hardware on dedicated servers (rented or leased). This includes upgraded parts. We’ll replace faulty hardware for dedicated and wireless access customers at no cost, unless tampered or damaged by the client.

Credits:

Submit credit requests through the Pro Certify Crew website by filling out the “Service Level Agreement SLA” Request form.

Requests related to network/server outages or downtime must be updated within five days of the incident.
Requests for Average Round-Trip Latency or Packet Loss must be updated within five days after month-end. SLA breach credits won’t exceed service fees for that period.
Valid credit requests will be included in the client’s invoice within 30 days of receipt. Credits exclude any applicable taxes charged to the client or collected by Pro Certify Crew.
Upon the client’s request (as outlined below),
- Pro Certify Crew will issue a credit for network/server outages or downtime during any calendar month, reported by the client and confirmed by Pro Certify Crew reporting. The credit will be one day’s worth (1/30th) of the monthly fees paid by the client (for all service fees if network outage, or specific affected service fees for individual server downtime), multiplied by each hour (or portion rounded to the nearest hour) of the cumulative duration of the outage/downtime. If Average Round-Trip Latency exceeds 85 milliseconds in a calendar month, the client can request a credit.

Summary:

Pro Certify Crew reserves the right to update this SLA for the Client’s benefit and will post changes at the current SLA location once modified, accessible to the Client. Except as specified in this SLA,

Pro Certify Crew does not ensure the availability or performance of its network or servers. Specific terms of this SLA may be adjusted on a case-by-case basis by the Service Agreement signed or agreed upon by the client. In case of conflicting terms between the SLA and the Service Agreement,

The Service Agreement terms override this general SLA policy. The Service Agreement, signed or agreed upon by the client, supersedes this SLA, and its terms, including limitations of liability, are in effect.