As a business, we know that you depend on 企鹅电竞 to be available 100% of the time. This Service Level Agreement (SLA) outlines our guarantee to you as a business account holder, and what you are entitled to in the unlikely event that 企鹅电竞 becomes unavailable.
We guarantee that 企鹅电竞 will be available 100% of the time in a given month, excluding scheduled maintenance. We also guarantee that you will be able to access 企鹅电竞 via mobile device (iPhone / iPad) where network connectivity is available 100% of the time in a given month.
If an outage occurs, we will issue a credit to your next bill for 5% of your monthly fee for every 30-minute period of downtime, up to 100% of your fee for the month.
This SLA does not apply to downtime resulting from your equipment, or third party equipment, or both (not within the primary control of 企鹅电竞). This SLA applies to the primary hosting service, and excludes any services or tools not explicitly mentioned, including but not limited to deployment and integrations with third party services. This SLA does not apply to any performance issues caused by factors outside of 企鹅电竞's reasonable control.
Customers must request the credit from 企鹅电竞 within 30 days of the outage. Failure to contact 企鹅电竞 within 30 days will result in a forfeiture of the the customer's right to receive the credit. No cash refunds will be provided.