Ovabit gives a written service level commitment for the network, power and virtualisation layers. The table below summarises the service credit applied according to monthly availability.
| Monthly availability | Service credit (of monthly fee) |
|---|---|
| 99.99% and above | No credit |
| 99.90% – 99.99% | 10% |
| 99.00% – 99.90% | 25% |
| Below 99.00% | 50% |
Covered
- Data-centre power and cooling infrastructure
- Public network access and core routing
- Cloud server availability (hypervisor and storage)
Not covered
Planned maintenance (notified at least 72 hours ahead), customer-caused misconfiguration, temporary blocking of a targeted IP during DDoS attacks, and force majeure.
Claim process
Credit claims are made by opening a ticket in the customer panel within 30 days of the outage; the credit is applied to the next invoice.