Service Level Agreement

We guarantee a 99.9% network uptime. If for some reason we do not meet that guarantee in any month, you may be elgible for a credit to your account, based on the monthly renewal rate.

Eligibility Requirements

In order to be eligible for a service credit, you must meet the following criteria:

  • Your must submit a ticket to the billing department through https://portal.bigbrainglobal.com and within 5 days of incident.
  • Your ticket must include the link to the status page or incident number (if ticket is automatically created)
  • Your account must be within good standing — no overdue invoices or suspensions.
  • No tickets in the abuse department which are open

The total amount credited to You in a particular month under this Agreement shall not exceed the total amount of fees paid by You for such month for the affected Services. Credits are exclusive of any applicable taxes charged to You or collected by Big Brain Global Networks and are Your sole and exclusive remedy with respect to any Downtime.

Credits

  1. 100%-99.999% will result in a credit of: 0%
  2. 99.998% to 98% will result in a credit of: 5%
  3. 95% to 98% will result in a credit of: 10%
  4. 90% to 94.9% will result in a credit of: 25%
  5. 89% or below will result in a credit of: 50%

Items Not Covered

The following items or actions are not currently covered by the guarantee:

  • emergency maintenance
  • scheduled maintenance
  • system upgrades
  • domain name system (DNS) problems outside of Big Brain Global Networks’ control
  • issues with Apache, MySQL, PHP, FTP, POP, IMAP,  SMTP customer access, or other internal applications and services
  • Acts or omissions by You or any of Your employees or agents, resulting in downtime
  • Any negligence, willful misconduct, or use of the services in breach of Big Brain Global Networks’ Acceptable Use Policy
  • Problems with users’ web browsers, DNS, or other caching that might make it appear the Services are unavailable even though others can still access the Big Brain Global Networks servers.
  • Local or global ISP related issues
  • Suspensions due to unpaid invoices