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16. Service Level Agreement

16.1 The Service Level Agreement, hereinafter referred to as the SLA sets out our aims with regard to the level of service provided.

16.2 Our failure to meet an aim set out in the SLA will not constitute a breach of this contract.
Infrastructure Power and Network SLA: 99.7% Uptime     
Business Hours Telephone Support: All Services
24x7x365 Helpdesk Ticketing System Support
24x7x365 Hardware monitoring
Full Control Panel Access
Networking Support and Management: Basic Firewall and Switch Management

Response times:
Weekday Support for Client:  Ticket, Telephone. Hours: 09-00 to 17.00
Weekday Support for Partner:  Ticket, telephone or Skype Hours: 08-00 to 20.00
Weekend Support for Client:  Ticket
Weekend Support for Partner:  Ticket or Skype. Hours: 08-00 to 20.00
Ticket: The problems reported will be processed within 2 hours.
Telephone: The problems reported will be processed within 1 hour.
Skype: Less than 5mins
Complaint handling & response time     
Acknowledgment: Within 24 hours     

Out of Hours tickets will be answered within 24 hours or next working day.

To assistance calls the customer is required to contact the technical department only. If the lines are busy, please refer to the opening of a ticket.
They will not be guaranteed assistance reported by mail or communicated to departments other than technical department.

Information on our Dedicated Server SLA

Dedicated Server Penalties and Claims

The customer should receive problems of dedicated servers has the faculty to terminate the service at any time without having to pay anything to Cloudonthecloud.
Cloudonthecloud will be required to provide any sum paid in advance and not used.
Cloudonthecloud not be required to repay any amounts for work performed for the startup of the server.

Events which do not constitute internet down-time include but are not limited to:

16.3.1 A problem in Your access provider's network or that of their upstream providers which prevents You from accessing the network.

16.3.2 A problem with Your Server's hardware or software which renders it or an application or service on it inoperable.

16.3.3 The period during which network protocols such as STP, OSPF and BGP are re-converging after an equipment or link failure.

16.3.4 A failure due to a power cut or reduction in power resulting in a loss of server

16.3.5 The repayment of money shall be made for the element of the Services that were not available, it will not be made for the whole service.

16.4 The availability calculation shall exclude periods when outages arise from, or are otherwise indirectly caused by:

16.4.1 Outage periods due to any cause other than faults by Cloudonthecloud, including faults or negligence of the Client or problems associated with equipment connected on the Client's side of Cloudonthecloud delivery point,

16.4.2 In case that the Client’s equipment should cause negative effects on the performance, quality and/or operation of the Cloudonthecloud, Cloudonthecloudwill proceed to disconnect the link, for benefit of the rest of users of the Cloudonthecloud Network. This disconnection won’t be cause of penalty under the SLA. Cloudonthecloudwill notify the Client as soon as possible about this issue in order for the Client to repair the problems.

16.4.3 Outage periods reported by the Client in which no fault is observed or confirmed by Cloudonthecloud

16.4.4 Any fault period during which service is suspended under provision in this Agreement,

16.4.5 Downtime when Cloudonthecloud technical staff cannot have access, when the Client is requested to do so for the purpose of investigating the problem and restoring the service, to Client premises and equipment pertaining to the service in case the service should include the management of equipment on the customer site by Cloudonthecloud,
- The Client requesting Cloudonthecloud to test Client connection although no fault has been detected and/or reported by Cloudonthecloud,
- The Client requesting Cloudonthecloud to upgrade the capacity of the service, if this operation results in an outage.
- During Scheduled Maintenance affecting the Services as defined above.

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Informativa in adempimento degli obblighi previsti dall'Art. 10 della Direttiva n. 95/46/CE, nonchè a quanto previsto dalla Direttiva 2002/58/CE, come aggiornata dalla Direttiva 2009/136/CE, in materia di Cookie.

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Cloudonthecloud LTD
Edera 38 Triq ta' Masrija
Mellieha MLH 1637 - MT21680902

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