1. 99.999% Network & Power Availability Guarantee
BitSynergy guarantees 99.999% uptime for datacenter network connectivity and electrical power delivered to client hardware 24 hours a day, 7 days a week, 365 days a year. Unscheduled network downtime is calculated from the moment a ticket is opened until connectivity is fully restored.
2. Service Credit Schedule
If network connectivity or power availability falls below 99.999% in any given calendar month, eligible clients will receive service credits applied against their monthly recurring charges (MRC) as detailed below:
| Monthly Network Uptime | Credit Percentage (% of Monthly Recurring Charge) |
|---|---|
| 99.990% – 99.998% | 10% Credit |
| 99.900% – 99.989% | 25% Credit |
| 99.000% – 99.899% | 50% Credit |
| Below 99.000% | 100% Credit |
3. Hardware Replacement Commitment (< 1 Hour)
BitSynergy guarantees the replacement of failed hardware components (CPU, RAM, Motherboard, PSU, Enterprise NVMe drives, or NICs) within 60 minutes of identifying the hardware fault. If hardware replacement exceeds 60 minutes from diagnostic confirmation, BitSynergy will credit 5% of the affected server’s monthly fee per additional hour of delay.
4. Technical Support SLA (< 15 Minutes)
All high-priority infrastructure tickets submitted through the BitSynergy Enterprise Portal, telephone hotline, or dedicated Slack Connect channel receive a guaranteed initial response from a Level 3 Senior Systems Engineer in 15 minutes or less, 24/7/365.
5. SLA Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled datacenter maintenance communicated at least 7 days in advance.
- Customer-controlled software configurations, application bugs, or customer operating system failures.
- Suspension of service resulting from breach of Acceptable Use Policy (AUP) or unpaid invoices.
- Uncontrollable Force Majeure events (natural disasters, physical acts of war, or regional utility grid failure).