Service Level Agreement (SLA)
1. Purpose and Scope
1.1. Purpose: This SLA defines the terms under which Bolt Logic guarantees the availability and performance of its service components (network, power, and environmental controls) to the Client.
1.2. Scope: This SLA applies to the Network Uptime and Power/HVAC Uptime of the physical and virtual infrastructure managed by or provided to Bolt Logic by its upstream vendors. It applies to all active, paid server hosting and dedicated server services.
1.3. Infrastructure Limitation Acknowledgment: The Client acknowledges that Bolt Logic provides services using hardware and data centre facilities that are owned or leased from third-party infrastructure providers. As such, Bolt Logic's guarantees are limited to the components under its direct control (network routing, service delivery, and billing) and the guarantees extended to Bolt Logic by its upstream provider for fundamental data centre infrastructure (power, cooling).
1.4. Hardware Support: Direct support and replacement for physical hardware components (e.g., hard drives, CPU, RAM) are governed by the warranty and replacement terms of the third-party provider and will be handled by Bolt Logic acting as a liaison. Hardware failures are not generally covered by the Uptime Credit Schedule in Section 4.
2. Service Level Guarantees
Bolt Logic guarantees the following minimum monthly uptime percentages based on the commitments made to us by our upstream providers:
| Service Component | Guaranteed Monthly Uptime |
|---|---|
| Network Uptime | 99.99% |
| Power and HVAC Uptime | 99.99% |
2.1. Definition of "Uptime"
Network Uptime: The ability of a Client's server to transmit and receive data through the Bolt Logic network and external internet routes.
Power and HVAC Uptime: The continuous operation of the electrical power and environmental cooling infrastructure supplied by the third-party data centre and required to keep the server functional.
3. Exclusions from Downtime (SLA Credits Do Not Apply)
Downtime hours resulting from the following causes are excluded from SLA calculations:
- Scheduled Maintenance: Periods for which Bolt Logic or its upstream provider provides at least 48 hours advance notice for hardware or facility maintenance.
- Emergency Maintenance: Necessary maintenance performed by Bolt Logic or its upstream provider to address immediate security or operational risks.
- Client Actions: Downtime caused by the Client's actions, configuration errors, custom scripts, or exceeding resource limits.
- AUP Violations: Suspension or termination due to the Client's violation of the Bolt Logic AUP.
- Force Majeure: Events beyond reasonable control (Acts of God, natural disasters, etc.).
- Hardware Failure: Any failure of specific physical components (e.g., CPU, RAM, disk drives) provided by the third-party vendor. While Bolt Logic will coordinate the replacement, this downtime is not eligible for SLA credits unless the failure was caused by a breach of the Network or Power/HVAC guarantees.
- Upstream Failure: Any failure that affects Bolt Logic that is not covered by the upstream provider's SLA to Bolt Logic.
4. Service Credits (Sole and Exclusive Remedy)
If the guaranteed monthly uptime for Network or Power/HVAC is not met, the Client is eligible for a Service Credit, calculated as a percentage of the Client's pre-paid monthly service fee for the affected component.
4.1. Credit Schedule
| Monthly Uptime Achieved | Percentage Credit (Applied to next invoice) |
|---|---|
| 99.99% to 100% | 0% (No Credit) |
| 99.90% to 99.98% | 5% of Monthly Fee |
| 99.00% to 99.89% | 10% of Monthly Fee |
| Below 99.00% | 25% of Monthly Fee |
| * If credit not applied, please contact admin@boltlogic.co.uk |
4.2. Credit Maximum and Limit
The total cumulative Service Credit in any month shall not exceed 25% of the monthly recurring fee for the specific service component affected. The issuance of Service Credits is the sole and exclusive remedy available to the Client for any failure by Bolt Logic to meet the guaranteed Service Levels.
5. Claim Process and Termination
Claim Notification: The Client must submit a written claim to the Bolt Logic Billing Department within seven (7) calendar days of the end of the month in which the failure occurred.
Verification: Bolt Logic's records and the records of its upstream infrastructure providers shall be the sole determining factor for calculating downtime and credit eligibility.
Termination: The Client may terminate the affected Services without penalty if the Services experience an uptime percentage of less than 95% for two (2) consecutive months, provided written notice is given within 15 days of the second affected month.