We get it—nobody wants to sift through a long, jargon-filled legal document. That’s why we’re keeping it simple.
Our SLA is our promise that our network will be available 100% of the time in any given calendar month, with a few exceptions (outlined below). By “network,” we mean our entire enterprise infrastructure — including routers, switches, firewalls, cabling, storage servers, backup servers, and more.
What does this mean for you? #
If we don’t meet this guarantee, we’ll credit your account with a percentage of your monthly hosting fees, as shown below.
SLA Table #
| Downtime (minutes) | Credit |
|---|---|
| 60 | 5% |
| 120 | 8% |
| 180 | 22% |
| 240 | 33% |
| 300 | 45% |
| 360 | 55% |
| 420 | 65% |
| 480 | 80% |
| 540 | 90% |
| 600 | 100% |
How to Claim SLA Credit #
In the unlikely event of downtime, you can claim compensation by opening a support ticket within five days of the outage. Be sure to request an account credit. Our team will review your ticket and cross-check it with our monitoring system.
Once we verify the outage, we’ll issue an SLA credit to your account, which can be used against future invoices. This process can take up to 30 days. To speed up verification, include the following in your request:
- A detailed description of the outage
- Your contact information
- Hosting plan details
- IP address
- Any applicable logs
Exclusions to the Uptime Guarantee #
While we do everything possible to ensure your site stays online, there are certain conditions beyond our control that are not covered by our SLA. These include:
- Client negligence, such as inaccurate installations, software misconfigurations, network or hardware abuse, or resource overuse.
- External network issues beyond our infrastructure.
- DDoS attacks or any other illegal activity. We do not provide DDoS-friendly hosting or serve sites that are frequent targets.
- Scheduled maintenance to upgrade or improve our network and hardware.
Additionally, ThinkEasy reserves the right to suspend services for any client whose actions degrade the overall quality of our network. Reconnection is possible once we’re confident that service to other customers won’t be impacted. However, any downtime during this suspension is not covered by the SLA.
If you need further clarification, feel free to reach out to our customer success team — we’re happy to help!