The Service Level Agreement (SLA) is incorporated into the Master Service Agreement and applicable to all services delivered directly to Customers of SoftLayer Technologies, Inc. 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, a 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 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 customer accounts until all abuse issues are resolved.  Customers 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 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: SoftLayer 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: SoftLayer 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.

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 datacenters. Portal access includes ticket access, account management, hardware management, bandwidth management, backup management, and other related services.