Service Level Agreement for Internet Service

Our Internet Service Service Level Agreement (SLA) is specially tailored to the needs of an enterprise client and includes features now found in our standard SLA.

We pride ourselves on the highest levels of quality and customer service, to give our customers peace of mind we have a guaranteed Service Level Agreement (SLA).

We Guarantee
  • 99.9% uptime

  • The SLA refund (if any) payable in any month will be calculated as follows: (Amount of Downtime (hours) x $Monthly Fee x us$0.2) / 720 hr

  • The SLA refund (if any) payable in any month will be calculated as follows: (Amount of Extra Rebooting Time (hours) x $Monthly Fee x us$0.2) / 720 hr

  • The SLA refund (if any) payable in any month will be calculated as follows: (Amount of Extra Email Response Time (hours) x $Monthly Fee x us0.2$) / 720 hr

  • “Email response time” refers to the time required for Pacswitch to reply the enquiry from our clients from the time the email arrived Pacswitch’s mailbox.

In case the service could not meet more than one guaranteed item at the same time. Only the guaranteed item with the highest amount applies.

Maximum refund of the month equals to 50% of one-month monthly subscription charge.

Definition of Failure
  • There is no Internet traffic to the End-Point.

In case there is no service failure, any extra work requested by the client will be considered as system maintenance work. Pacswitch reserves the rights to bill the clients for the services based on the service charge mentioned in the website.

Limitation

A refund for failure to achieve the service levels will NOT be payable where such failure is a result of the scheduled service or maintenance of any of Pacswitch's equipment which affects the up time of the service.

A refund for failure to achieve the service levels will (without limitation) NOT be payable where such failure is caused by any of the following:

  • Any failure of China local end circuit;
  • China mainland (Included but not limited to China Telecom & China Unicom) internet speed.
  • Any act of God which results in the failure of the service;
  • "Hacking" or other security lapse on the Subscriber's servers or networks;
  • Computer virus attacks from external sources via the Internet;
  • Failure of software configuration;
  • Server overloading (e.g. CPU usage above 85% for a certain period of time);
  • Mail "bombs" , DDoS or mail "spamming" (unsolicited e-mails) on the Subscriber's servers.
  • UDP and large packet per sec traffic

Pacswitch shall not be liable for any consequential or indirect loss or damage of the Subscriber caused by the failure of service.

Mode of Refund

The refund (if any) will be paid by crediting the amount of such refund to the Subscriber's next invoice in respect of which such refund is paid.

Amendment

Pacswitch may at any time amend or vary the terms of this agreement providing that Pacswitch should provide written notice, in Pacswitch’s website and the corresponding published document, concerning the amendment or variations.