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Service Level Agreement (SLA)

Here at BigSkyMedia.net we use only top quality servers, switches, and routers. This translates into great reliability and uptime. As a result, within our own server farm and facilities that are under our own control and management, we guarantee that our network will be up and functioning 100% of the time. We also have a 100% Data Center systems guarantee.

To be eligible for this SLA, your account must be in good standing. All requests for credit or refunds must fulfill these requirements:
- Request must be submitted using the ticket system
- Request must be submitted within 7 days of the issue in question
- Your request must include a ticket number to reference that shows the issue being reported and acknowledged.

Network Guarantee
We guarantee that the network will be available 100% of the time in a given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime occurs the customer will be refunded 5% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer's monthly fee.

Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services, deamons, software running on your server, or hardware failure on a server. Network uptime means the network itself will be up and available. In situations where a client runs a cluster or redundant server they can take advantage of the 100% uptime guarantee be eliminating a single point of failure in their hardware.

We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Availability:
- Scheduled downtime or maintenance (kernel, software updates, hardware upgrades or replacement)
- Traffic conditions on the internet outside our network
- ISP or local problems such as Browser or DNS caching
- DDoS, Attacks, Exploits or hacked servers
- An outage from an upstream facility outside of our network
- Interruptions or failure of individual service caused by client, their employees, client's customers, friends, or family to their service.
- Inaccurate installation or configuration of software by the client or non-BigSkyMedia.net staff, 3rd party software, client abuse or over utilization of resources.

Data Center (NOC) Guarantee
We guarantee that the critical systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. We will refund the customer 5% of the monthly fee for each 60 minutes of downtime (up to 100% of customer's monthly fee).

Critical systems includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure in the support ticket system.