Service Level Agreement

1.100% Network Uptime Guarantee

Boxintense guarantees network availability for our public Internet network to be 100%. In the event that our network operates below 100% uptime in a given month, Boxintense will refund 5% of the customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 100% of the monthly service fees for those servers affected.

2.100% Power Uptime Guarantee

Boxintense guarantees power availability within our datacenter to be 100%. In the event that our power operates below 100% uptime in a given month, Boxintense will refund 5% of the customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 100% of the monthly service fees for those servers affected.

3.Order Fulfillment Guarantee

Boxintense guarantees product/service's arrival under 2 business days (excluding Saturday, Sunday and Public Holiday) after completing invoice payment. In the event that the order is not delivered on time, Boxintense will proactively inform the delay and new delivery estimation time to the customer. If the customers are unwilling to wait for the delayed order, the customer will be fully refunded and the respective order will be cancelled accordingly.

4.Ticket Initial Response Time Guarantee

Boxintense guarantees that all tickets that are submitted to our Technical Support Department will have it's first response and start getting worked on within 30 minutes.

5.Terms

All SLA claims must be filed by opening a helpdesk ticket to Sales Department through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.