Service Level Agreements must be explicitly included in your Master Service Agreement (MSA) to be applicable to your account or service. Your MSA supersedes all terms and conditions shown here.
This policy is published online for reference only, and such publishing does not constitute an agreement.
Power to colocated equipment is provided with the following SLA: In the event of a documented failure to deliver power to colocated equipment lasting more than fifteen (15) consecutive minutes or more than one (1) interruption per calendar month, the sole remedy shall be $30 per amp three-phase as metered or $20 per amp single-phase as metered when power is included as part of a package, or the listed contracted rate for power as set forth on the most recently signed applicable Service Order form or Change Order Form. Any demand-based or dynamically invoiced power usage component is not applicable to the service credit calculation. Power service credit may not be combined with other SLA credits
Environmental controls in the colocation space are provided with the following SLA: The maximum return air (“hot aisle”) temperature is not to exceed 95° F for more than 90 minutes. If this limit is exceeded, the sole remedy shall be one day of downtime credit for each 24 hour period. Cooling downtime credit may not be combined with other SLA credits.
Fiber and electrical cross connects are provided with the following SLA: If a cross connect becomes inoperable, Roller Network will take corrective action and waive the applicable cross connect fee for the current billing period, for internal faults only. Damage to customer-facing cabling, malfunction of connected equipment, failure of third-party communications services, or damaged caused by Customer or by persons authorized to access Customer’s colocation is not covered by this SLA.
Support ticket response is provided with the following SLA: Roller Network will acknowledge a service request within twelve (12) hours of its creation time as noted by our internal ticket tracking system during daytime hours. Tickets must be opened by email to support@rollernet.us. If the twelve (12) hour window is exceeded, the sole remedy shall be a service credit of 2% for every twenty-four (24) hours delay for the current billing period. Not valid for move out or cancellation. For emergency support requests, calls must be made to the hotline.
Emergency requests are available 24 hours a day: Roller Network will respond to an emergency request within one (1) hour of Customer calling the hotline. In the event a staff member is unable to answer a live hotline call, a voicemail must be left to automatically open an emergency ticket. If the one (1) hour window is exceeded, the sole remedy shall be a service credit of 2% for every thirty (30) minutes delay for the current billing period.
Credit for Colocation downtime, unless otherwise specified in this SLA, is calculated as the daily rate value of the of the Monthly Recurring Cost(s) (MRC) of the Services (MRC / 30 days) multiplied by 2. Example: MRC of $200/mo would be calculated as ($200 / 30) * 2 = $13.33 credit per day.
SLA credits are issued as an invoice credit within thirty (30) days of approval. Customer must comply with all colocation rules, policies, practices, and requirements to be eligible for an SLA credit. Accounts with a past due or disputed balance, policy violations, in default, move outs or cancellations are not eligible. Credits must be requested in writing within thirty (30) days of the incident. No cash or refund value for SLA credits. SLA credits cannot be applied to an Early Termination Liability. SLA credits may not exceed the Monthly Recurring Cost.
The following are excluded from this SLA: 1) Scheduled and emergency maintenance events with notification, 2) Month to Month services, 3) Customers with unpaid or past due invoices, disputed charges, or any other default.