Service level agreement
Our network and infrastructure availability commitment: 98.5% monthly uptime.
Uptime commitment
Atfenix commits to 98.5% availability of the network and data centre infrastructure (power, cooling and network connectivity) in each calendar month, measured across that month.
98.5% availability allows for roughly 10 hours and 55 minutes of unavailability in a 30-day month.
What counts as downtime
Downtime is a period in which your service cannot send or receive traffic because of a failure in infrastructure operated by Atfenix.
Downtime does not include:
- scheduled maintenance announced in advance;
- emergency maintenance needed to protect the network or other customers;
- problems caused by your own software, configuration, content or hardware;
- attacks, abuse or suspension under the terms and conditions;
- third-party networks, upstream providers and the wider internet outside our control; and
- events beyond our reasonable control.
Service credits
If monthly availability falls below 98.5%, you may request a service credit against a future invoice for the affected service. The credit is the sole and exclusive remedy for missed availability. Credits are not payable in cash.
Making a claim
Send your claim to support within 7 days of the end of the month in which the downtime occurred, with the service concerned and the dates and times affected. We will confirm the downtime from our monitoring records.
Contact
Questions about this page can be sent to [email protected] or raised by phone on +91 92119 78879. Our postal address is Atfenix Data Centre Private Limited, A-61, Sector 16, Noida, Uttar Pradesh 201301, India.