The Company warrants that its supply of access to the Internet shall be available at a level not less than 100% per month* - the “Premium Service Level Guarantee”.
The company warrants to refund in full up to one month’s hosting fees for any downtime caused by our equipment or our network. The refund will be for the whole amount of the remainder of the month any downtime occurs including the day of occurrence up to a maximum of 30 days.
This warranty excludes:
• failures of network/equipment/circuits not operated by the Company
• failures of circuits external to the Company’s premises
Notification of Outage and Service Interruption Events
An outage or service interruption event is defined when the Customer notifies the Company, which will be carried out by use of email.
Acts of God
In the event of suspension of Service due to a technical fault in the network or act of God, the Company will use all possible endeavours to resume service with minimum delay but will not be responsible for loss suffered by the Customer.
Scheduled Downtime
The Company may suspend the Service from time to time for necessary technical reasons and network upgrades without invalidating its Service Level Guarantee set out above. Babakoto will notify customers of downtime no less than 2 weeks prior to outages.
*The 100% guarantee is for Business Hosting, VPS and dedicated server (dual NIC) customers only. Existing Transit clients using a single network port remain under our 99.99% SLA. Co-location clients using a single NIC are subject to our 99.95% SLA