Pipe Ten 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 two parts:

100% SLA on Connectivity
Pipe Ten 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
Pipe Ten is responsible for maintaining electrical power connectivity to your server. In the event that connectivity is not maintained for 99.9% 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.

Periods of scheduled maintenance announced at least 24 hours in advance on the Pipe Ten support website, or 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 claims@pipeten.com