Legal
Service level agreement
These are the commitments in our standard service level agreement, and the credits we owe when we do not meet them. Credits are set against your next invoice once you ask for them, within 30 days of the month in which the failure happened.
01 Power
Power
| Configuration | Commitment | Credit |
|---|---|---|
| A and B feeds, equipment dual-corded | 100% availability of power to the equipment (at least one feed live) | One day of the cabinet’s recurring charges for each 10 minutes without power, up to the month’s charges |
| Single feed | 99.99% availability of that feed in a calendar month | 10% of the circuit’s monthly charge for each 0.01% below |
| Dry Floor, A and B | As above, plus 100% availability through any flood event | Double the credits above |
02 Environment
Temperature and humidity
We keep supply air at the front of your cabinet between 64.4 and 80.6 °F (18 to 27 °C), measured at our sensors in the cold aisle. If it is outside that range for more than 15 consecutive minutes, we credit 5% of the cabinet’s monthly recurring charges for each hour or part of an hour, up to 100%.
03 Other services
Cross-connects and remote hands
Cross-connect installation: two business days from a valid letter of authorization, or the install fee is waived. Remote hands: urgent requests answered within 15 minutes and started within 30; standard requests started within two hours. If we miss either, that request is free.
04 Exclusions
What is not covered
Failures caused by your equipment, by work you asked us to do, by your exceeding your contracted power, or during scheduled maintenance announced at least seven days ahead on the status page. Floods, storms and utility failures are not exclusions: they are what we are for.