Service Level Agreement
Reliable and Always Online
Last Revised: July 6, 2021
This document shows you the high quality of service we are promising. Ligera Synergy has spent considerable time to make available one of the most redundant networks available anywhere. Our commitment to infrastructure stability is reflected in the service level guarantees outlined below, which demonstrate our confidence in the reliability and performance of our global hosting platform.
Network Infrastructure
Our network is built with redundant routers and switches at every layer to eliminate single points of failure. All core networking equipment is deployed in redundant pairs with automatic failover capabilities, ensuring that no single hardware failure can impact service availability.
We connect to multiple upstream providers and internet exchanges to ensure diverse, low-latency routing paths. This multi-homed architecture provides automatic failover between carriers and optimizes traffic delivery across the most efficient routes available at any given time.
All key network components are monitored around the clock by our Network Operations Center (NOC) team. Real-time monitoring systems track latency, packet loss, throughput, and error rates across all network segments, enabling our team to detect and address potential issues before they impact service availability.
Uptime Guarantees
99.999%
Network Uptime
Uninterrupted transit to the Internet, measured on a monthly basis. This translates to less than 26 seconds of downtime per month.
99.999%
Power Uptime
Uninterrupted electricity supply to all servers, backed by redundant UPS systems and diesel generators with automatic transfer switches.
Service Credit Policy
In the event that our service does not meet the uptime guarantees specified above, eligible clients may receive service credits as compensation. Credits are calculated at 2% of the Recurring Monthly Fees for every additional 1 hour of downtime beyond the SLA commitment, up to a maximum of 50% of the monthly fee.
Service credits are applied to the next billing cycle and do not constitute a refund. Credits are the sole and exclusive remedy available to the client for any failure to meet the service level guarantees described in this agreement. Credits must be requested within 30 days of the outage by contacting billing@ligerasynergy.com.
Exclusions
This SLA does not cover outages or service interruptions caused by equipment, software, or events that are under the client's control. This includes client-configured firewall rules, custom software installations, operating system misconfigurations, and any actions taken by the client that result in service unavailability.
Scheduled maintenance and emergency maintenance windows are excluded from SLA calculations. We allow a maximum of 180 minutes per calendar month for scheduled and emergency maintenance combined.
Additionally, this SLA does not cover outages caused by force majeure events, including natural disasters, acts of war, terrorism, government actions, or failures of third-party services outside our direct control.
Claiming Credits
To claim a service credit under this SLA, you must submit a request to billing@ligerasynergy.com within 30 days of the outage. Your request must include your account details, the date and time of the outage, the duration of the impact, and any relevant support ticket numbers.
Our team will verify the outage against our monitoring systems and logs before approving any credit. Approved credits will be applied to your next invoice. This SLA represents our entire liability regarding service availability.