Service Level Agreement (SLA)
Effective Date: February, 6th, 2025
1. Overview
This Service Level Agreement ("SLA") outlines the commitments of 13c.tel ("Provider") regarding network uptime and the remedies available to clients in the event of service interruptions. By utilizing 13c.tel's services, clients ("Customers") agree to the terms and conditions set forth in this SLA.
2. Network Uptime Guarantee
13c.tel guarantees a monthly network uptime of 99.9% ("Uptime Guarantee"). This guarantee applies to the following components of the network:
- Global Internet Connectivity: Connectivity between the 13c.tel network and the external Internet.
- Private Network Connectivity: Connectivity within the 13c.tel private back-end tunneling infrastructure.
- Power: Availability of power to servers within the data center.
3. Uptime SLA Credits
In the event that the Uptime Guarantee is not met, Customers may be eligible for SLA credits based on the following table:
| Uptime Percentage |
SLA Credit |
| 99.9% and above |
0% |
| 99.8% |
10% |
| 99.7% |
20% |
| 99.6% |
30% |
| 99.5% |
40% |
| 99.4% |
50% |
| 99.3% |
60% |
| 99.2% |
70% |
| 99.1% |
80% |
| 99.0% |
90% |
| Below 99.0% |
100% |
4. Terms and Conditions
The following terms and conditions apply to this SLA:
- Eligibility: This SLA applies only to direct clients of 13c.tel. Resellers and their clients are not eligible for SLA credits.
- Credit Application: SLA credits are applicable only to future billing cycles and are non-transferable. Credits may not be exchanged for cash or other forms of currency.
- Credit Calculation: SLA credits are calculated from the time a valid claim is received by 13c.tel to the time the issue is resolved.
- Account Standing: Customers must maintain their accounts in good standing to be eligible for SLA credits. Accounts with three or more payment delinquencies within the preceding 12 months are ineligible.
- Violations: Servers disconnected due to violations of the Acceptable Use Policy (AUP) or Terms of Service (TOS) are not eligible for SLA credits.
- Claim Process: All SLA claims must be submitted to the sales department within seven days of the downtime. Claims will be processed and credited within 15 days of receipt.
- False Claims: Customers submitting false SLA claims may be subject to a $20 administrative fee per offense.
- Credit Limits: SLA credits may not exceed the monthly service fee for the affected server.
- Authorized Claims: Only authorized account holders may submit SLA claims. Unauthorized claims will be denied.
- Non-Stackable Credits: SLA credits may not be stacked for multiple incidents occurring simultaneously (e.g., uplink and power downtime).
- Exclusions: This SLA does not cover software-related issues, operating system reloads, or hardware reconfigurations due to software management.
- Hardware Issues: Faulty hardware qualifies for SLA credits only after a 13c.tel technician confirms the issue, and four hours have passed since diagnosis.
- Scheduled Maintenance: Scheduled maintenance and upgrades are not eligible for SLA credits.
- Force Majeure: Downtime caused by acts of God, natural disasters, or other events beyond 13c.tel's control are excluded from this SLA.
- Amendments: 13c.tel reserves the right to modify or revise this SLA at any time without prior notice.
5. Contact Information
For SLA claims or inquiries, please contact:
13c.tel Sales Department
Email: [email protected]
By using 13c.tel's services, Customers acknowledge that they have read, understood, and agree to the terms of this SLA. Failure to comply with these terms may result in the forfeiture of SLA credits.
13c.tel