> Service Level Agreement

Network SLA

NetBenefit guarantees 100% network availability in a given calendar month and if network availability falls below this commitment, we will apply a credit of 1 days service for each 30 minutes of continuous downtime, up to a maximum of the monthly service charge.

Hardware SLA

NetBenefit guarantees that the customer will not pay for a hardware service during service downtime due to a NetBenefit hardware failure. We will apply a service credit of 1 day for each day, or lesser period (subject to a minimum of 5 minutes) within that day, which a service is unavailable due to hardware failure. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the service.

Downtime is calculated from the time of notification of a genuine network or hardware fault by either NetBenefit or the customer, and ends when the service is restored to full working order to the level specified in the product specification. However, downtime is to be disregarded to the extent it is attributable to any abuse, misuse or modification of equipment or software by you and excludes any period during which the service is unavailable for the purposes of planned or routine maintenance or support.

Claims for service credits must be received within 30 days of the service interruption.