Important Legal Information
Service Level Agreement Download Master Service Agreement
The SLA is incorporated into the Master Service Agreement and applicable to all services delivered directly to Customers of SoftLayer. The SLA is not applicable to unrelated third parties or third parties lacking privity of contract with SoftLayer. 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.
SLA Credit Claim: To properly claim an SLA credit due, the Customer’s master administrative user must open an SLA ticket located inside the Customer portal at https://manage.softlayer.com within seven 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 SoftLayer 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 SoftLayer customers. Please allow up to fourteen (14) days for the process of 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 the Customer’s accounts until all abuse issues are resolved. Any Customer making false or repetitive claims will incur a one time charge of $50 per incident for such claims. False or repetitive claims are also a violation of the TOS 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 deemed in violation of the AUP.
Public Network: SoftLayer guarantees 99.9% uptime on all Public Network services to Customers located in our data centers. 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 Table A below.
Private Network: SoftLayer guarantees 99.9% uptime on the service network services to Customers located in our data centers. 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 A below.
Customer Portal: SoftLayer guarantees 99.9% access to the online customer management portal. Access to this portal is available via the Public and Private Networks. The portal is utilized to fully manage the on-demand IT environments located within the SoftLayer data centers. Portal access includes ticket access, account management, hardware management, bandwidth management, backup management, and other related services. Specific guarantees with SLA information are listed in Table A below.
Redundant Infrastructure: SoftLayer guarantees 99.9% uptime on the power and HVAC services to Customers located in our data centers. 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 Table A below.
Table A:
| Uptime Guarantee | SLA Credit |
|---|---|
| 99.9% | Guaranteed |
| 99.8% | 10% |
| 99.7% | 20% |
| 99.6% | 30% |
| Uptime Guarantee | SLA Credit |
|---|---|
| 99.5% | 40% |
| 99.4% | 50% |
| 99.3% | 60% |
| 99.2% | 70% |
| Uptime Guarantee | SLA Credit |
|---|---|
| 99.1% | 80% |
| 99.0% | 90% |
| Lest than 99.0% | 100% |
Hardware: SoftLayer guarantees the replacement of failed hardware and hardware components located within our data centers. SoftLayer guarantees a failed hardware component will be replaced within four hours 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 are listed in Table B below.
Table B:
| Replacement Guarantee | SLA Credit |
|---|---|
| 4 hours or less | Guaranteed |
| 4.1 to 8 hours | 20% |
| Replacement Guarantee | SLA Credit |
|---|---|
| 8.1 to 12 hours | 40% |
| 12.1 to 16 hours | 60% |
| Replacement Guarantee | SLA Credit |
|---|---|
| 16.1 to 20 hours | 80% |
| 20.1 hours + | 100% |
Hardware Upgrades: SoftLayer 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. These time and SLA credits are listed in Table C below.
Table C:
| Replacement Guarantee | SLA Credit |
|---|---|
| 4 hours or less | Guaranteed |
| 4.1 to 8 hours | 20% |
| Replacement Guarantee | SLA Credit |
|---|---|
| 8.1 to 12 hours | 40% |
| 12.1 to 16 hours | 60% |
| Replacement Guarantee | SLA Credit |
|---|---|
| 16.1 to 20 hours | 80% |
| 20.1 hours + | 100% |
 |
 |
Big Savings!
Additional Resources & Other Useful Information
Chat Live with SoftLayer Sales
Expert SoftLayer sales representatives are online and ready to discuss your needs.
Download a Datasheet
Browse through our collection of datasheets to help make informed purchasing decisions.