Service Level Agreement SLA
Maximum uptime and security
SeiMaxim Guarantees 99.999% SLA
SeiMaxim guarantees 99.999% monthly network uptime per this Service Level Agreement. Please note that terms and conditions apply. SeiMaxim 99.999% network Up-time SLA consists of 3 parts:
Global Internet Connectivity – This includes connectivity from the SeiMaxim network to the outside internet.
Private Network Connectivity – This includes connectivity between the privately routed networks within SeiMaxim.
Power – This includes the power which powers the servers in the datacenter.
SeiMaxim Uptime SLA Credit:
- 99.999% and above 0%
- 99.0 – 99.999% 25%
- 98.0% – 99.0% 50%
- 97.0% – 98.0% 75%
- 97.0% and below 100%
SeiMaxim extends this SLA to its direct clients only. SeiMaxim is not liable for downtime caused by a reseller of its services.
SeiMaxim offers SLA credits for use in future billing cycles only. SLA credits are non-transferrable in any way. SLA credits may not be exchanged for currency of any kind.
SLA credit is calculated from when a ticket is opened regarding the issue to the time the issue is resolved.
Any Customer account not in good standing on payments is not eligible for SLA credit.
Any Customer account which has had been out of good standing on payments 3 times or more within 12 months before the outage is not eligible for SLA credits.
Any Customer server disconnected due to violation of the AUP/TOS is not eligible for SLA credit.
Any Customer making false SLA credit claims may be charged a $50 administrative fee per offense.
All SLA claims must be made within seven days of the network downtime. SLA credits may take up to 15 days to authorize, process, and post to the Customer account.
SLA credits may not exceed the full monthly amount of the server they are being applied to.
An authorized user on the account can only make SLA credit claims. All other unauthorized claims will be denied.
SLA credits may not be stacked, i.e., claiming SLA credit on both uplink downtime and power downtime during the same incident.
In no way does the SeiMaxim SLA include software of any sort. Operating system reloads do not qualify in any way for an SLA credit.
Any form of management by SeiMaxim of Customer software is not eligible for the SeiMaxim SLA. Any form of hardware reconfiguration due to
software or management of software is not eligible to be included in the SeiMaxim SLA.
Any failure outside of the SeiMaxim network itself, including bandwidth carrier outages, are not eligible for SLA credit.
Scheduled maintenance of the SeiMaxim network is not eligible for any form of SLA credit.
Acts of God, including weather, natural disaster, fiber cuts, or any other disasters outside of the control of SeiMaxim, are not eligible for SLA credit.
The SeiMaxim SLA is subject to change or revision without notice.