Media Modus dedicated servers are offered with the following service level agreement (SLA).

The SLA is based upon the network performance, as measured from multiple monitoring locations around the Internet.

1) 99.9% SLA Uptime
2) Below 40ms from European locations
3) Below 130ms from USA locations
4) Below 0.01% packet loss

Customers must report any issues that would break the service level agreement to us
immediately via the formal support channels, including full evidence of the fault - for example traceroutes, ping stats and pathping data to assist us in determining the location of the fault.

For the avoidance of doubt the official support channels are:

1) E-mail Support – accounts@mediamodus.com
2) Telephone Support – 0208 1233385

Should we fall below the above mentioned guidelines (excluding server hardware/software malfunction or configuration error, planned maintenance, or
network attacks outside our control) we will credit the customer back as follows:

1) 95% - 99.8% - 5% monthly credit
2) 90% - 94.9% - 10% monthly credit
3) 89.9% or below - 30% monthly credit

The SLA is only offered to customers who report service problems to us, are willing to supply evidence of the issue to allow us to investigate, and where the issue is on our network.

SLA payments are only made to customers whose accounts have no outstanding payments due on them, nor have breached our terms and conditions of service.

All claims must be verifiable and will be verified prior to entering into any communication regarding SLA payments.