Service Level Agreement

Byte Networks offers different tiers of Service Level Agreements (SLA) which can be selected upon purchase of a service. These SLAs vary in strictness, providing clients peace of mind. The SLAs are contracts between the person or entity using Byte Networks' services ("Customer") and Byte Networks ("Company"). These contracts cover different service requirements that the company must meet for the client.

Terms

  • VPS / VDS / VM / Virtual Machine / Virtual Private Server / Virtual Dedicated Server: Virtualized server instances on a main server host.
  • Dedicated Servers / Bare Metal: Entirely rented machines.
  • Support Requests / Support Inquiries / Support Tickets ("Support"): Correlates to the support Byte Networks offers to clients.

SLA Tiers

Byte Networks offers 5 different SLAs for clients to choose from:

SLA Tier 0 Coverage

  • Machine Uptime: No guaranteed uptime. Aim to keep services running the majority of the fiscal year.
  • Network Uptime: Network providers aim for extremely high uptime (3 Nines). Compensation for any outages through the network provider.
  • Support: No significant support guarantee.
  • Power: Does not apply to any colocation services.

SLA Tier 1 Coverage

  • Machine Uptime: Guaranteed uptime of 99.9% per year (3 nines).
  • Network Uptime: Network provider guarantees 100% network availability and 99.9% packet deliverability. Compensation for any outages through the network provider.
  • Support: Response within 72 hours of request inquiry.
  • Power: Does not apply to any colocation services.

SLA Tier 2 Coverage

  • Machine Uptime: Guaranteed uptime of 99.99% per year (4 nines).
  • Network Uptime: Network provider guarantees 100% network availability and 99.9% packet deliverability. Compensation for any outages through the network provider. Clients can inquire about private network lines.
  • Support: Response within 48 hours of request inquiry.
  • Power: 100% power uptime in normal weather. Power may be limited during natural disasters but is expected to stay running.

SLA Tier 3 Coverage

  • Machine Uptime: Guaranteed uptime of 99.995% per year (4.5 nines).
  • Network Uptime: Network provider guarantees 100% network availability and 99.9% packet deliverability. Compensation for any outages through the network provider. Clients can inquire about private network lines.
  • Support: Response within 24 hours of request inquiry.
  • Power: 100% power uptime throughout the year.

SLA Tier 4 Coverage

  • Machine Uptime: Guaranteed uptime of 99.999% per year (5 nines).
  • Network Uptime: Private network line by Cogent Communications with 100% network availability and 99.9% packet deliverability. Clients can choose a different network provider if desired.
  • Support: Response within 6 hours of request inquiry. Clients can also contact via phone.
  • Power: 100% power uptime throughout the year.

SLA Limitations

  • Planned Maintenance: Adequate warning given one week in advance via email, ByteNetworks website notification, status website notification, social media (Twitter, Instagram, Discord).
  • Software Issues: No SLA for software issues or limitations, but efforts will be made to correct them.
  • Client-Caused Interruptions: No SLA coverage for service outages caused by the client.
  • Exceeded Resources: No SLA coverage if the client exceeds given resources. An upgrade will be required.
  • Force Majeure: Unforeseen, unpreventable catastrophes (e.g., nuclear war, government intervention, cosmic bit flips) are not covered by the SLA.

SLA Choice

Clients may choose their SLA during the purchase process. Certain services may not be eligible for specific SLA tiers and will not be listed. Higher SLA tiers cost more than lower tiers. Clients wanting a specific SLA tier can contact Byte Networks for a special SLA.

Non-Compliance Claims

If Byte Networks does not meet SLA requirements, clients may be compensated as follows:

  • Tier 0: No compensation for any downtime.
  • Tier 1: 3 days credit for every 12 hours of downtime. 1 day credit for less than 12 hours of downtime.
  • Tier 2: 7 days credit for every 12 hours of downtime. 3 days credit for less than 12 hours of downtime.
  • Tier 3: 14 days credit for every 12 hours of downtime. 5 days credit for less than 12 hours of downtime.
  • Tier 4: One billing period credit for every 12 hours of downtime. 7 days credit for less than 12 hours of downtime.