Our Service Level Agreement (SLA)

Industry Leading. Guaranteed Delivery & Uptime.
How can we help? Chat now with one of our specialists

Summary of Our SLA Guarantees

Data Center Reliability & Performance

  • 100% electric supply (power) uptime (with redundant A & B power circuits)
    • one day credit for each hour of downtime
  • 100% of time compliance with environmental (AC) specifications
    • one day credit for each day of non-compliance
  • 5 minute response time to urgent (phone) support requests
    • one day credit for each unique case of non-compliance
  • replacement of malfunctioning hardware within under two hours (for customers with HopOne managed hardware)
    • one day credit for each additional two hours taken

Network Reliability & Performance

  • 100% network uptime
    • one day credit for each hour of downtime
  • No packet loss on our network
    • one day credit for each 1% of packet loss
  • Below 3 ms latency on our network to our local area peers & Tier 1 backbone bandwidth providers
    • one day credit for each additional 3 ms of latency
  • 5 minute response time to urgent (phone) support requests
    • one day credit for each unique case of non-compliance

Credit Terms

  • Up to 100% of applicable fees on customer’s monthly bill may be credited due to failure to provide service per the terms of the SLA
  • Measurement of all data is per a 30 consecutive day period
  • No cost, no penalty immediate affected service termination is permitted if over any 30 consecutive day period data center electric supply (both A & B) or network downtime exceeds 1% (7 hours), or packet loss on our network exceeds 5%, or any guaranteed latency on our network exceeds the guaranteed levels by 20 ms, or there is a downtime of over 24 hours during customer’s managed hardware repair (only one of these conditions has to be met)


Our SLA is presented as an addendum to our Colocation Agreement and/or IP Transit Agreement and must be signed by both parties to be in effect. This page provides a summary of the SLA, only, and is not the actual SLA and thus is not binding.

If you’d like to review the full text of the SLA, please contact us and we’ll gladly send you a copy of the full Service Level Agreement.

Industry-leading SLA: 100% Uptime & Top Performance Guaranteed

We Don’t Just Promise 100% Uptime, We Deliver It

We are proud to offer an exceptional level of performance, reliability, and service. We provide a detailed SLA guaranteeing (and delivering) our data center and network uptime, reliability and performance.

We operate three state-of-the-art Data Centers with multiple levels of physical and logical redundancy. Each one of our Data Centers is staffed by highly skilled Systems Administrators & Network Engineers, always on-site 24 hours a day, 365 days a year.

From Our Clients:


  • CAT