Service Level Agreement (SLA)

Effective Date: January 12, 2026 Company: Interconnecx LLC

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Introduction

This Service Level Agreement ("SLA") defines the service commitments and guarantees provided by Interconnecx LLC for our hosting services. This SLA is part of our Terms of Service and represents our commitment to delivering reliable, high-performance services to our clients.

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1. Network Uptime Guarantee

1.1 Uptime Commitment

Interconnecx LLC guarantees 99.9% network uptime on a monthly basis for all services.

Network uptime is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

1.2 Uptime Calculation

The following table shows allowed downtime per month based on our guarantee:

Our commitment is to maintain 99.9% uptime, ensuring maximum availability for your services.

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2. Service Credits

2.1 Credit Eligibility

If we fail to meet the 99.9% uptime guarantee in any given month, you may be eligible for service credits according to the following schedule:

2.2 Requesting Credits

To request a service credit, you must:

• Submit a support ticket within 7 days of the end of the affected month
• Provide details of the downtime experienced
• Include server/service identification information
• Have a current, paid account in good standing

Credit Processing:

• Credits will be applied to your account within 30 days of approval
• Credits can be used toward future services
• Credits are not redeemable for cash

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3. SLA Exclusions

3.1 Excluded Events

The uptime guarantee does not apply to downtime caused by:

Maintenance Events:

• Scheduled maintenance (announced at least 48 hours in advance)
• Emergency maintenance required for security or stability

Client-Related Issues:

• Issues with your server configuration or software
• Client-initiated actions (reboots, OS reinstalls, etc.)
• Violations of our Terms of Service or Acceptable Use Policy

External Factors:

• Malicious attacks targeting your services
• Force majeure events (natural disasters, war, terrorism, etc.)
• Internet backbone provider failures beyond our control

Account Issues:

• Unpaid invoices or account suspensions
• Service termination due to policy violations

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4. Hardware Replacement Guarantee

4.1 Dedicated Servers

For dedicated server services, we guarantee:

• Failed hardware components will be replaced within 4 hours of detection
• Proactive monitoring of hardware health
• Immediate notification of hardware issues
• Free hardware replacements for manufacturing defects

4.2 VPS Services

VPS services run on redundant infrastructure with automatic failover:

• High-availability hypervisor configuration
• Automatic migration to healthy nodes during failures
• Minimal downtime during hardware issues
• Real-time monitoring and proactive management

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5. Support Response Times

5.1 Guaranteed Response Times

We guarantee the following response times for support tickets:

5.2 Response Time Definition

Response times are measured from ticket submission to first substantive response from our support team during business hours (24/7/365).

What Constitutes a Response:

• Acknowledgment with initial assessment
• Troubleshooting steps or resolution
• Status update and estimated resolution time
• Not automated acknowledgment emails

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6. Power and Cooling Infrastructure

6.1 Infrastructure Guarantees

All our data centers feature enterprise-grade infrastructure:

Power Systems:

• N+1 power redundancy with UPS backup
• On-site diesel generators for extended outages
• Multiple utility grid connections
• Automatic failover systems

Cooling Systems:

• Redundant cooling systems with 24/7 monitoring
• Environmental monitoring and alerting
• Temperature and humidity control
• Automatic failover to backup systems

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7. Security Commitments

7.1 Physical Security

We are committed to maintaining secure facilities:

Access Control:

• 24/7 on-site security personnel
• Biometric access controls
• Multi-factor authentication for facility access
• Video surveillance of all critical areas

Certifications & Audits:

• SOC 2 Type II certified facilities
• Regular security audits and penetration testing
• Compliance with industry standards
• Annual third-party assessments

7.2 Network Security

Network Monitoring:

• 24/7 network monitoring and alerting
• Real-time traffic analysis
• Proactive issue detection
• Automatic failover systems

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8. Network Monitoring

8.1 Network Operations Center (NOC)

Our Network Operations Center provides comprehensive monitoring:

Monitoring Services:

• 24/7/365 network monitoring
• Automated alerting systems
• Proactive issue detection and resolution
• Real-time status updates

Performance Management:

• Performance metrics and reporting
• Capacity planning and optimization
• Network traffic analysis
• Latency and packet loss monitoring

8.2 Status Transparency

• Public status page available at Interconnecx.net/network-status
• Real-time incident updates
• Historical uptime data
• Scheduled maintenance notifications

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9. Data Center Locations

9.1 Our Facilities

Interconnecx LLC operates in Tier 3 data centers located in:

Primary Locations:

• Detroit, Michigan - Primary data center
• Kansas City, Missouri - Redundant location
• Cleveland, Ohio - Additional capacity

9.2 Geographic Redundancy

• Multiple carrier-neutral facilities
• Geographic diversity for disaster recovery
• Low-latency connections between locations
• Automated failover capabilities

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10. Service Level Reporting

10.1 Monthly Reports

Available upon request:

• Monthly uptime reports
• Performance metrics
• Incident summaries
• Network statistics

10.2 Real-Time Monitoring

Clients have access to:

• Server resource monitoring
• Network traffic graphs
• Bandwidth utilization
• Service health status

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11. SLA Modifications

11.1 Changes to This SLA

We reserve the right to modify this SLA at any time to:

• Reflect changes in our service offerings
• Comply with legal requirements
• Improve clarity and transparency
• Update commitments and guarantees

11.2 Notification of Changes

When we make changes to this SLA:

• Changes will be communicated via email at least 30 days before taking effect
• Material changes will be highlighted
• Continued use of our services after changes take effect constitutes acceptance of the modified SLA

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12. Limitations and Disclaimers

12.1 Maximum Liability

Our maximum liability under this SLA is limited to:

• Service credits as outlined in Section 2
• No cash refunds or damages beyond service credits
• Credits limited to affected service fees only

12.2 Sole Remedy

Service credits represent your sole and exclusive remedy for any service level failures. We are not liable for:

• Indirect or consequential damages
• Loss of profits or revenue
• Business interruption
• Data loss (maintain your own backups)

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13. Client Responsibilities

13.1 Your Obligations

To be eligible for SLA benefits, you must:

Account Management:

• Maintain current contact information
• Keep account in good standing
• Pay invoices on time
• Respond to support requests promptly

Service Usage:

• Follow our Terms of Service and Acceptable Use Policy
• Maintain secure server configurations
• Keep software and applications updated
• Monitor your services for issues

Incident Reporting:

• Report issues promptly via support ticket
• Provide necessary information for troubleshooting
• Cooperate with our technical staff
• Document downtime for credit requests

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14. Contact Information

14.1 Support Channels

For questions about this SLA or to report service issues:

Interconnecx LLC 📧 General Support: sales@incx.net 📧 Network Operations: noc@incx.net 📞 24/7 Support: (248) 776-9000 📍 Address: 24700 Northwestern Hwy, Southfield, MI 48075 🌐 Status Page: Interconnecx.net/network-status 🕐 Availability: 24/7/365

14.2 Emergency Contact

For critical, service-affecting issues:

• Call: (248) 776-9000 (24/7 emergency line)
• Email: noc@incx.net (monitored 24/7)
• Mark tickets as "Critical" or "Urgent"

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15. Agreement Acceptance

By using Interconnecx LLC services, you acknowledge that:

1. You have read and understood this Service Level Agreement
2. You agree to the terms, conditions, and limitations outlined herein
3. You understand the procedures for requesting service credits
4. You accept that service credits are your sole remedy for SLA breaches
5. You will comply with your responsibilities as outlined in Section 13

Thank you for trusting Interconnecx LLC with your hosting needs. We are committed to providing reliable, high-performance services backed by this comprehensive SLA.

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Last Updated: January 2026