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The Service Level Agreement (SLA) is applicable to all services delivered directly to Customers of Paaliq.
The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with Paaliq.
The uptime guarantees and the resulting SLA credits are applied in monthly terms unless specified otherwise.
All SLA guarantees and information listed below are made in good faith and are subject to standard contract remedies.
For cloud hosting, the SLA is based on the agreement of whichever 3rd party the customer has choosen as the platform provider of the service.
SLA Credit Claim
To properly claim an SLA credit due, a master administrative user must open an SLA ticket within 3 working days of the purported outage.
Customer must include service type, IP Address, contact information, and full description of the service interruption including logs if applicable.
The SLA claim will be researched by the appropriate department manager and any credit issued will be issued to accounting and the ticket will be updated.
SLA credits are issued as service credits on future billing cycles.
SLA credits shall not be bartered or traded with other Paaliq customers.
Please allow up to 14 days to process SLA claims.
SLA Claim Fault
Customers currently in arrears for monthly services do not qualify for SLA claims.
Customers who have been in payment arrears three or more times in the previous twelve months do not qualify for SLA claims.
Valid SLA claims will not be credited to customer accounts until all abuse issues are resolved.
Customers making false or repetitive claims will incur a one time charge of S$50 per incident for such claims.
False or repetitive claims are also a violation of the Terms of Service and may be subject to service suspension.
Customers participating in malicious or aggressive internet activities thereby causing attacks or counter-attacks, do not qualify for SLA claims and shall be in violation of the AUP.
Public Network
Paaliq guarantees 99.9% uptime on all public network services to Customers located in our datacenters.
All public network services include redundant carrier grade internet backbone connections, advanced intrusion detection systems, denial of service mitigation, traffic analysis, and detailed bandwidth graphs.
Specific guarantees with SLA information are listed in the table herein.
Private Network
Paaliq guarantees 99.9% uptime on the service network services to Customers located in our datacenters. All private network services include access to the secure VPN connection, unlimited bandwidth between servers, unlimited uploads/downloads to servers, access to contracted services, traffic analysis, and detailed bandwidth graphs.
Specific guarantees with SLA information are listed in the table herein.
Redundant Infrastructure:Paaliq guarantees 99.9% uptime on the power and HVAC services to Customers located in our datacenters.
All computer equipment and related services are served by redundant UPS power units with backup onsite diesel generators.
Specific guarantees with SLA information are listed in the table below.
Hardware
Paaliq guarantees the replacement of failed hardware and hardware components located within our datacenters.
Paaliq guarantees a failed hardware component will be replaced within 1 business day of customer notification in the trouble ticketing system.
Replacement of failed hardware does not include time required to reload the operating system or applications.
Specific guarantees with SLA information is listed below.
Hardware Upgrades
Paaliq guarantees hardware upgrades will commence and complete within two hours of scheduled hardware upgrade maintenance windows. Hardware upgrades must be scheduled and confirmed in advance through the online ticketing system. Failure to install the hardware within the two hour time will result in a waiver of any one time installation fees. Extended hardware installation times from initial upgrade commencement shall result in SLA credits for the recurring fee associated with the hardware upgrade.
