Service Level Agreement (SLA)

Coverage Scope

CARI.net's Service Level Agreement covers server hardware, power, bandwidth, support, and networking provided within CARI.net operated data centers.

SLA Commitments

• 100% uptime guarantee per calendar year.
• Reliable power and facilities, bandwidth and connectivity, and responsive support.
• Hardware replacement guarantee within 2 hours after CARI.net identifies hardware as root cause; typical replacement occurs in 5 to 20 minutes.
• Network uptime guarantee (excluding scheduled maintenance) from outbound customer edge device port to outbound data center core router port.
• Power and facilities guarantee (excluding scheduled maintenance) from the customer PDU edge connection through generator-backed infrastructure.

Service Credits

If CARI.net cannot provide the guaranteed service levels, account credits apply at 5% of monthly service charge per hour on affected devices, up to a cumulative 100% of that monthly service charge for affected devices during the billing month. Hardware SLA credits are calculated by additional downtime hours according to the hardware replacement guarantee.