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SLA Conditions

Service Level Agreement (SLA) Conditions for MDN TECHNOLOGY LTD

1. Introduction
This Service Level Agreement (SLA) outlines the performance standards, uptime guarantees, and responsibilities MDN TECHNOLOGY LTD agrees to with its customers. This SLA applies solely to colocation services provided by MDN TECHNOLOGY LTD. By using our services, customers agree to the terms and conditions described here.

2. Scope of Services
MDN TECHNOLOGY LTD provides colocation services that include rack space, power supply, cooling, network connectivity, and physical security at our data center.

3. Service Availability

3.1 Uptime Guarantee
MDN TECHNOLOGY LTD guarantees 99.99% uptime for power and network connectivity. Uptime is calculated monthly, based on a 30-day period.

3.2 Downtime
Downtime refers to periods where the customer’s colocated equipment is unable to send or receive data due to failures in MDN TECHNOLOGY LTD’s infrastructure. Scheduled maintenance periods do not count towards downtime, provided customers are notified at least 48 hours in advance.

3.3 Compensation
If the uptime guarantee of 99.99% is not met, customers may request service credits based on the following schedule:

  • 99.98% – 99.90% uptime: 10% service credit
  • 99.89% – 99.50% uptime: 25% service credit
  • Below 99.50% uptime: 50% service credit

Service credits must be claimed within 30 days after the month in which the outage occurred. Requests beyond this period will not be honored.

4. Power and Cooling

4.1 Power Supply
MDN TECHNOLOGY LTD ensures an uninterrupted power supply backed by UPS (Uninterruptible Power Supply) and generators. We guarantee power redundancy to maintain service reliability.

4.2 Cooling
MDN TECHNOLOGY LTD provides efficient cooling systems to maintain optimal temperatures for colocated equipment. The data center is monitored 24/7 to ensure consistent environmental conditions.

5. Support Services

5.1 Technical Support
MDN TECHNOLOGY LTD provides 24/7 technical support through email, phone, and web inquiries. Our team is committed to resolving critical issues in a timely manner.

5.2 Response Times
Response times for support issues are categorized as follows:

  • Critical Issues (e.g., complete service outage): Response within 1 hour, resolution within 4 hours.
  • Major Issues (e.g., degraded performance): Response within 2 hours, resolution within 8 hours.
  • Minor Issues (e.g., non-service impacting inquiries): Response within 12 hours, resolution within 24 hours.

6. Security

6.1 Physical Security
MDN TECHNOLOGY LTD maintains robust physical security measures, including 24/7 monitoring, access control systems, and surveillance cameras, to protect customer equipment.

6.2 Data Security
While MDN TECHNOLOGY LTD provides a secure environment for customer hardware, it is the responsibility of the customer to ensure the security and encryption of their data.

7. Maintenance

7.1 Scheduled Maintenance
MDN TECHNOLOGY LTD reserves the right to perform scheduled maintenance. We strive to minimize impact and will notify customers at least 48 hours in advance. Scheduled maintenance does not count towards downtime for SLA purposes.

7.2 Emergency Maintenance
In the event of emergency maintenance, MDN TECHNOLOGY LTD will attempt to notify customers as soon as possible, though immediate action may be required to protect the integrity of services.

8. Exclusions

This SLA does not cover:

  • Downtime caused by factors outside of MDN TECHNOLOGY LTD’s reasonable control, such as force majeure events, natural disasters, or external internet outages.
  • Hardware or software failures in customer-owned equipment.
  • Scheduled maintenance, as long as proper notice is provided.

9. SLA Claims Process

To file an SLA claim, customers must contact MDN TECHNOLOGY LTD through one of the following:

Claims must include details of the outage, including date, time, and duration. MDN TECHNOLOGY LTD will review the claim and respond within 10 business days.

10. Amendments

MDN TECHNOLOGY LTD reserves the right to amend this SLA. Customers will be notified of any changes 30 days in advance.