Uptime SLA

Shorey IT Offers an Industry-Leading Service Level Agreement (SLA)

Zero Downtime

100% uptime is guaranteed with our Distributed Service Platform on all membership plans. Cancel or pause anytime.

The Uptime SLA is presented as an addendum to our Terms And Conditions and must be executed by both parties to apply to a client.

Cloud Platform Uptime - 100% SLA

Shorey IT guarantees the Cloud Platform (Distributed Service Platform) will be available 100% of the time in a given month. If it takes us more than 60 minutes to resolve the Cloud Platform issue from the time the support ticket is opened, Shorey IT will credit one (1) day’s worth of usage fees for each additional 60 minutes of downtime (up to 100% of the customer’s monthly usage fee for the specific Cloud Server affected). Cloud Platform uptime includes the functioning of all applicable third-party datacenter infrastructures and third-party network infrastructures but does not include software and services running on your Cloud Server. Cloud Platform downtime exists when your Cloud Server is unable to transmit and receive data and Shorey IT records such failure in the Helpdesk. Cloud Platform downtime is measured from the time a support ticket is opened.

  • Exclusions:
    • Scheduled Maintenance, scheduled either by Shorey IT or its Service Providers and/or subprocessors
    • Modifications or changes of the operating system, database, application code, or other customer code not provided by Shorey IT
    • Events of force majeure, including acts of war, god, earthquake, flood, embargo, riot, sabotage, labor disputes, government act, or failure of the Internet

Helpdesk And Customer Service

Shorey IT guarantees a service representative (Shorey IT Expert) will respond to a ticket submitted through the Helpdesk within two (2) business hours unless another Service Level Agreement precedes this one. If it takes us more than 2 business hours to respond to a support ticket, Shorey IT will credit 5% of the customer’s monthly usage fees for each non-compliant ticket or issue (up to 100% of the customer’s monthly usage fee for the specific service affected).

All tickets must be submitted through the Helpdesk for this Service Level Agreement to take effect.

  • Exclusions:
    • All other customer service inquiries, including those submitted through the Help Center’s publicly available contact form, are not applicable and will not be counted towards this SLA.
    • Events of force majeure, including acts of war, god, earthquake, flood, embargo, riot, sabotage, labor disputes, government act, or failure of the Internet

Shorey IT is not responsible for any damages your business may suffer. Shorey IT does not make implied or written warranties for any of our services. Shorey IT denies any warranty or merchantability for a specific purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by Shorey IT.

For questions or concerns regarding this SLA, please contact us.

You can view the status of our services here.