2101 Nelson Miller Parkway
Louisville, KY 40223
Tel.: 866.925.4678
Int'l: +1 502.899.3220
MaximumColo | data center
Colocation SLA - 100% Uptime Guaranteed

At MaximumColo uptime is the most important service we deliver. Documented below is our Service Level Agreement - our guarantee to you that we will deliver 100% uptime for the critical aspects of your colocation solution.

Physical Infrastructure Guarantee

We guarantee our critical physical systems, including: power and cooling, will be available 100% of the time (excluding scheduled maintenance). Critical systems include functioning of all power and cooling infrastructure including generators, UPS equipment and automatic transfer switches. Critical systems downtime exists when a customer's solution is unexpectedly shut down due to loss of power or cooling.

Network Uptime

MaximumColo guarantees that our network will be available 100% of the time (excluding scheduled maintenance). Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers (if provided by MaximumColo). Network downtime exists if your server is unable to transmit and receive data and you have opened a ticket for the incident in the MaximumColo ticket tracking system.

Terms, Conditions and Definitions

Customers who are delinquent on their payment to MaximumColo are not eligible for credits under this SLA. This web page is an overview of our SLA, and does not replace any existing contractual agreements between MaximumColo and our customers, nor does it imply any agreement without a contract. SLA credits will only be applied when a customer experiences downtime covered by one of the guarantees enumerated above. All credits must be requested via opening a ticket in the MaximumColo ticketing system by the customer within 7 days of the reported downtime, and the downtime must be from a single incident - e.g. if a physical failure and a network failure occur simultaneously, only one credit will be applied. Under no circumstances will an SLA credit be greater than your monthly recurring bill. Downtime is measured from the time the ticket is opened by the customer to the time the problem is resolved and the server comes back on line. In order to be eligible for an SLA credit, downtime must be service impacting. Any issue caused by client negligence is not covered by this SLA. In the event you purchase bandwidth directly from one of the carriers in our facility, this SLA only applies to the cross connect portion of this service. Assuming you comply with these terms and conditions and MaximumColo suffers an outage covered by any of the guarantees listed above, MaximumColo will credit your account 5% of the server's monthly fee for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, this credit will be applied toward you next payment due).

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