Service level agreement

Scope

This page explains how GLWS approaches service levels. The service levels that apply to your plan, including any uptime commitment and service-credit entitlement, are stated in the terms you accept when you order.

What a service level covers

A service level identifies the covered services, the measurement source, the reporting period, how planned maintenance is treated and any exclusions. A network measurement differs from application availability.

Availability measurement

A useful measurement states which endpoint is tested, from where, how often and what counts as a failed test. Incident records should show the affected service and verified timing.

Recovery and responsibilities

Infrastructure recovery is separate from your operating system, application and backup responsibilities. A guarantee does not replace an independent recovery plan.

Claims and credits

Evidence requirements, claim timing, credit calculation and limits are stated in the terms for your plan.

Company details

GLWS IaaS Ltd., trading as Global Layer Wholesale Services (GLWS). Corporate address: Hunkins Waterfront Plaza, Suite 556, Main Street, Charlestown, Nevis, St. Kitts and Nevis, West Indies. Email: sales [email protected], support [email protected], abuse reports [email protected]. You can also use the contact page.