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Service-level agreement

At UniHosted, ensuring your UniFi controllers run smoothly is our top priority. Our Service Level Agreement (SLA) clearly outlines our dedication to providing a reliable and efficient service. This document details our commitments to uptime, monitoring, timely response and resolutions, alongside the specifics of penalties for any deviations from these standards, and the scenarios not covered by this agreement. It's all part of how we enable you to manage your network with confidence, knowing that we've got your back.

Table of Contents

Uptime Guarantee

We commit to maintaining an uptime of 99.9% for our hosted UniFi controller services. This guarantee is a testament to our confidence in our infrastructure and our dedication to providing you with a stable and reliable service.

24/7 Monitoring

Our team monitors your UniFi controllers around the clock, ensuring that any issues are identified and addressed promptly, minimizing any potential impact on your operations.

Response Time Commitment

  • During Working Hours (9 am to 5 pm CET): We promise a response time of 6 hours for any requests or issues reported.
  • Outside Working Hours: Requests made outside of our standard working hours will receive a response within 24 hours.

Resolution Times

  • Critical Issues: For issues such as hardware failures that have a severe impact on your service, we aim for a resolution within 4 hours.
  • High Priority: Issues that significantly affect service performance or functionality will be resolved within 24 hours.
  • Medium Priority: We resolve issues that have a moderate impact on service within 3 business days.
  • Low Priority: For minor issues, our resolution time is within 5 business days.

Penalties

We stand behind our SLA with penalty clauses to compensate you in the unlikely event that we fail to meet our service commitments:

  • Response Time: Should we exceed the committed response times, we will credit your account with $50 for every hour of delay.
  • Uptime: A drop below our 99.9% uptime guarantee will result in a 5% credit of your monthly fee for each 0.1% below this threshold, up to a maximum of 50% of your total monthly fee.

Please note that penalties must be reported within 5 business days following the incident to be eligible for compensation.

Exclusions

Our SLA does not cover:

  • Issues within the UniFi controller software itself.
  • Exceeding the specified device limit.
  • Scheduled maintenance, provided we notify you at least 24 hours in advance.
  • The application of critical patches or updates, assuming any associated downtime or packet loss does not exceed 10 minutes.
  • Security breaches such as DDoS attacks.
  • Damage caused by natural disasters (e.g., floods, earthquakes, fires) to data centers.

This SLA reflects our commitment to providing you with a high-quality, reliable service. We value your trust in UniHosted and are dedicated to delivering the best possible experience.

Contact us to request a quote for our plans with an SLA.