YourNet Colocation Service Level Agreement (SLA)

YourNet Connection will provide a minimum 100% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 100% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 5 minutes beyond the 100% minimum in any month of service, the client will receive a refund equivalent to 5% of the client's Recurring Monthly Fees for that month for every additional 5 minutes the network or power is unavailable.

All refund calculations will be based on unavailability in 5 minute increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via email & phone call, and will not exceed 60 minutes per month.

YourNet Connection will do its best to make hardware replacements on all colocated systems, but cannot make any guarantees in regards to colocated equipment. All attempts will be made to get the system diagnosed and operational within 24 hours. Colocated customers may incur additional fees for hardware replacement services. Critical components such as RAM, hard drives, and motherboards will always be kept in stock to assure prompt replacement.

Any and all refunds to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the refund is paid. All refunds must be requested within 30 days of the incident.

To request a refund email billing@ync.net with your account name along with the time of and time span of the outage.

Performance Guarantee
YourNet Connection will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this YourNet Connection makes the following guarantees to all colocated clients:

• 100% guaranteed uninterrupted transit to the Internet
• Zero packet loss internal to YourNet Connection network

In addition to the above performance guarantees, YourNet Connection will, for all premium network clients, take all possible measures to insure all client traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link. It is also guaranteed that efforts will be made to assure no users will be negatively affected by DDoS attacks against other customers on our network. Null routing of an IP is only done as a last resort on our IRC network as filtering will be attempted first. DDoS attacks to or from servers on our premium and value networks may be null-routed if attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.

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