SLA

From PrgmrWiki

I, Luke Crawford, speaking for myself and as the owner of prgmr.com, Inc, pledge to do everything I can to keep the prgmr.com services running. To give this pledge some 'teeth' and to align company priorities with customer interest, I am offering a Service Level Agreement with service credits.

The SLA covers keeping your VPS up and reachable, including network connectivity to most of the internet (I need to better define 'most' here. My intent is to sell you internet connectivity. If the server is up and my upstreams are down, that doesn't do you much good. so you get a credit, However, I don't intend to pay out every time your DSL [or another network provider that is not someone I contract with] goes down, or every time a boat cuts one of the transatlantic cables.)


To formalize this, I will guarantee 99.5% uptime - this means that if service is down for more than 3.6 hours in any given month, affected customers will get a service credit that is equal to one quarter of what they paid for the month in which the SLA was not met.

My intent is to honor this guarantee even to customers who don't complain. (...and I think I have largely lived up to this intent.)