MGinternet provides a comprehensive SLA with service credits in the event that SLA targets are not met. With one of the most aggressive Service Level Agreements in the Industry, you can be sure of our performance and dedication.

The SLA consists of three parts:

100% SLA on Connectivity

• MGinternet is responsible for maintaining internet connectivity to our servers. In the event that connectivity is not maintained for 100% of time during a calendar month, one full day's service credit is given for each hour of downtime, up to a maximum service credit of 100% of the month's hosting fees.
• Loss of connectivity is deemed to commence when a fault is notified to support and ends when connectivity is restored. This does not include loss of connectivity due to hardware issue or server mis-configuration.

100% SLA on Power

• MGinternet is responsible for maintaining electrical power connectivity to your server. In the event that connectivity is not maintained for 100% of time during a calendar month, one full day's service credit is given for each hour of downtime, up to a maximum service credit of 100% of the month's hosting fees. This does not include failure due to hardware issues on the server itself.

4 Hour Fix SLA on Hardware Failures

• In the event that our server's critical hardware fails, to the extent that it is not able to function as a web-server, we will endeavour to fix the fault or provide an alternative server, within 4 hours of the cause of the fault being identified.
• In the event that time taken to resolve the hardware failure exceeds 4 hours, for any individual incident, a service credit will be made. One full day's credit will be given for each hour of downtime beyond the 4 hours allowable, up to a maximum credit of 100% of the month's service fees.

The period hardware is deemed to be be out of service commences when the source of the fault is identified and ends when the server's critical services are operational again or when an alternative temporary server has been provided. This SLA only covers hardware faults, it does not cover time for software or operating system reconfiguration. Periods of scheduled maintenance announced at least 24 hours in advance on the via email are excluded from SLA calculations.

The maximum overall service credit payable under the SLA agreement in any calendar month will be 100% of the month's Service Fee.

Claims for SLA service credits must be made within 7 days of the end of a calendar month to support@mginternet.com