SLA

SLA

City Network grants some guarantees for dedicated servers, virtual servers and co-location below.

The warranty on Internet connection disruption

We guarantee that the internet connection is always working. Scheduled technical maintenance is always announced in advance. If the internet connection is disrupted, you will be reimbursed with next month payment. Reimbursement fee is 5% of the total monthly fee for each 3 hours interval, when the connections was disrupted or down.

Hardware guarantee (dedicated servers only)

We guarantee that your hardware is always working. Scheduled technical maintenance is always announced in advance. If your hardware is not working properly, you will be reimbursed with the next month payment. Reimbursement fee is 5% of the total monthly fee for each 3 hours interval, when the hardware was not working.

Infrastructure and data center guarantee

We guarantee that the cooling system and power supply for your servers is always working. If there is a power outage or cooling system is not working, you will be reimbursed with the next month payment. Reimbursement fee is 5% of the total monthly fee for each 3 hours interval, when the servers or cooling system were not working.

Scheduled maintenance/technical breakdown

Sometimes we schedule a regular maintenance or technical breakdown in our services, to adjust the settings,or to improve our network and system performance. In such case we need to inform the customer via e-mail or our website  (www.citynetwork.eu) about such, at least 7 days before scheduled maintenance, so it does not count as an interruption in delivery of services.

Reimbursement

Customer has to Contact us in written, right after they notice a  disruption in the services. Reimbursement is only allowed to customers, who have a good status, meaning they have paid all the invoices and have satisfied general terms of use. Guarantee is valid for internet connection, infrastructure and dedicated servers and cannot be combined with other services.  Only the most expensive service will be reimbursed. Reimbursement cannot be combined with other types for guarantees. Highest possible reimbursement is 50% of the total monthly fee, in which the disruption occured and cannot exceed this value. Guarantee is not applicable when the disruption is caused by an operating system, software or code, that is causing a disruption. It is also not applicable to disruption caused by other party than City Network. This applies f.e. to other operators that have caused your service being unavailable.

Detailed SLA

City Cloud

Dedicated server

Co-location

City Network Hosting AB Borgmästaregatan 18 371 34 KARLSKRONA Sweden

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