VANILLA guarantees you a minimum of '99% UPTIME'. This includes
our email servers and our POPs. We understand how vital
a reliable and robust network is when the internet is your business.
And that's why we have a Service Level Agreement - we're serious and
committed about what we do.
If we ever fall below our guaranteed 'UPTIME of 99%'* we will give you
one month's free subscription to all the VANILLA products you
subscribe to (your account will be credited). We constantly calculate
UPTIME, monitoring the performance of our network.
Total downtime of network is calculated from the network or
service interruptions, and includes all our POPs as well as our email servers.
If we should ever not meet our SLA with you, we credit your account
appropriately, and then reset our UPTIME calculation to start from the
beginning again (i.e. total downtime of network = 0, total time of us
meeting our SLA = 0)
* note: "This SLA is subject to the VANILLA standard terms and conditions
of subscription, as amended from time to time. In the event that we do
not live up to our guarantee of 99% uptime, VANILLA will not be liable
for any loss or damage, whether consequential, incidental or otherwise,
and you will only be entitled to claim from VANILLA one month's free
subscription to all the VANILLA products you subscribe to at
the time that the service level falls below 99% uptime. Please also
note that "uptime" is to be calculated in accordance with the formula
set out above."
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