Pandilo


Dedicated Service Level Agreement

Pandilo SLA Covers all SLA Infractions Specific to All Services:

Power & Network Uptime Guarantee
Pandilo Guarantee a Datacenter Network availability of 99.999% uptime in any given month. This Means that the Core Networking components within our datacenter are available through a global internet 99.999% of the time. We guarantee that the datacenter, HVAC and Power into the datacenter, UPS’s, ATS’s and Generators will be functioning 100% of the time in any given month.

Customers must meet SLA eligibility requirements listed below for any SLA credits to be granted

0-30 minutes: No Credit
30-60 minutes: 5% of solely affected monthly service base fee, excluding unaffected services
Each additional 60 minutes; 10% of solely affected monthly service base fee, excluding any add-on services, not to exceed 50% of one month’s base fee.

SLA Applicability:
SLA credits are specific to the individual service monthly base fee being purchased correlating to the SLA infraction.
SLA credits are required to be submitted to the billing department via the customer portal or emailed to the billing department within 5 days of the infraction.
A ticket number must be included or provided to verify the SLA infraction.
SLA credits will only be issued to customers in good financial standing.
SLA credits will be issued as a credit onto your Pandilo Account within 90 days of your request. These credits will be applied to the next generated invoices from Pandilo Account until the credit has been fully used.
SLA infraction credits are not eligible for any of the listed exclusions above.