1. Scope
This Service Level Agreement ("SLA") applies to eligible Extent Technologies Limited infrastructure services where the customer's order expressly includes SLA coverage.
Eligible services may include:
- data center colocation;
- private racks;
- rack-unit colocation;
- dedicated servers;
- Extent-managed network connectivity;
- Cloud VPC infrastructure;
- virtual machines; and
- other infrastructure services expressly designated as SLA-backed.
Professional services, development projects, telecommunications services, third-party software and other products are not covered by this SLA unless expressly stated in writing.
2. SLA Objective
Extent Technologies' standard infrastructure availability commitment is:
Each category is measured independently according to this SLA. A custom SLA with different availability targets may be agreed for a particular customer. Where a customer's signed agreement establishes a different target, the signed agreement takes priority.
3. Measurement Period
Availability is calculated on a calendar-month basis. For services activated or terminated during a month, availability may be calculated using only the period during which the eligible service was active.
4. Availability Calculation
Monthly Availability Percentage is calculated as:
Only qualifying downtime within the applicable service boundary is counted. Excluded events described in this SLA do not count as qualifying downtime.
5. Power Availability
Power availability applies to the Extent Technologies-managed electrical infrastructure delivering power to the contracted customer service handoff. For colocation, this generally means the applicable customer rack, PDU or contracted power handoff.
Power downtime occurs when no usable contracted power service is available to the affected equipment due to a failure of Extent Technologies-managed electrical infrastructure.
For a redundant A/B configuration, availability will be assessed according to the contracted redundant design. Failure of a single path does not constitute complete power downtime where the contracted service remains available through the redundant path.
6. Customer Power Configuration
Customers are responsible for configuring their equipment to take advantage of purchased redundancy. Where Extent Technologies supplies A and B power feeds but customer equipment is connected only to one feed, downtime resulting solely from the customer's single-feed configuration does not constitute failure of the redundant Extent service.
Single-power-supply equipment may require an appropriate automatic transfer switch (ATS) where redundant power availability is required.
7. Network Availability
Network availability applies to eligible Extent-managed connectivity services. Network downtime occurs where an eligible customer service cannot transmit or receive network traffic through the contracted Extent network because of a qualifying failure within the applicable Extent-managed service boundary.
Network availability includes switching, routing, Extent-managed optical infrastructure, aggregation, Internet connectivity, BDIX peering, and applicable cross-connect infrastructure.
8. Network Redundancy
Extent Technologies uses multiple upstream Tier 1 transit providers, redundant core routers, and BDIX peering relationships. Failure of an individual circuit, peer or upstream path does not constitute network downtime where the contracted service remains operational through available redundancy.
9. Customer Network Equipment
Network downtime caused by customer-controlled equipment does not constitute Extent network downtime. Examples include customer firewalls, routers, switches, operating systems, incorrect VLAN configuration, customer BGP routing errors, ACLs, customer DNS, or customer cabling outside the Extent boundary.
10. Cooling Availability
Cooling availability applies to Extent Technologies-managed precision environmental systems serving applicable data-center areas. A cooling incident constitutes qualifying downtime when failure of Extent-managed cooling causes environmental conditions to exceed the contracted operating range and directly causes or requires interruption of the affected eligible service.
11. Availability Commitment
| Availability Component | Standard SLA Monthly Target | Measurement Standard |
|---|---|---|
| Power Infrastructure | 99.9% | Dual A/B PDU busbar handoff to customer rack space |
| Carrier-Neutral Network | 99.9% | Packet delivery across Extent core routing and BDIX edge |
| Environmental Cooling | 99.9% | Precision CRAC / CRAH temperature and humidity containment |
12. SLA Service Credits
For a verified SLA breach, the following standard credit schedule applies to the Monthly Recurring Charge (MRC) of the affected eligible service:
| Monthly Availability Achieved | Contractual Service Credit (% of MRC) |
|---|---|
| 99.900% or higher | No credit (SLA Met) |
| 99.500% to 99.899% | 10% Credit |
| 99.000% to 99.499% | 25% Credit |
| Below 99.000% | 50% Credit (Maximum Cap) |
The maximum aggregate availability credit for an affected service during one billing month is capped at 50% of that service's Monthly Recurring Charge.
13. Monthly Recurring Charge
For SLA calculations, "Monthly Recurring Charge" or "MRC" means the recurring charge for the affected eligible service component. MRC strictly excludes taxes, setup charges, hardware purchases, software licences, remote-hands fees, installation charges, shipping, excess usage, and professional services.
14. Multiple Simultaneous Failures
If a single incident simultaneously affects power, cooling and network availability, credits are not multiplied merely because the incident falls into multiple SLA categories. The incident will be credited according to its singular impact on the affected service, subject to the 50% monthly cap.
15. Automatic SLA Credits
Where an SLA breach is confirmed by Extent Technologies' monitoring and incident records, the applicable credit will be applied automatically to the customer's account on the next invoice. A customer does not need to submit a claim for an outage that Extent has already confirmed as a qualifying SLA event.
16. Customer SLA Review Requests
Existing customers should create a support ticket through the customer portal within 30 days after the relevant billing month if they believe an SLA event was not properly recorded.
17. Monitoring
Extent Technologies utilizes carrier-grade automated monitoring systems covering core routing, UPS telemetry, diesel generator readiness, ambient hot/cold aisle temperature, and switch ports. Extent Technologies monitoring records serve as the primary authoritative source for availability calculations.
18. Incident Start and End
Qualifying downtime begins when Extent Technologies automated monitoring identifies a failure or when a customer reports an unrecorded failure that is subsequently verified (whichever occurred earlier). Downtime ends when the affected service is confirmed restored.
19. Scheduled Maintenance
Scheduled maintenance necessary to maintain, upgrade or secure infrastructure is excluded from SLA downtime where Extent provides at least 48 hours' advance notice. Standard excluded scheduled maintenance will not exceed four hours in a calendar month.
20. Emergency Maintenance
Emergency maintenance may be performed without standard advance notice when necessary to address zero-day vulnerabilities, active cyber-attacks, physical hazards, or imminent equipment failures. Extent Technologies will provide notice as soon as reasonably practicable.
21. SLA Exclusions
The following are excluded from qualifying SLA downtime:
- Customer-Caused Events: Customer hardware failure, OS crashes, misconfiguration, or uncoordinated shutdowns.
- AUP Enforcement: Port isolation, null routing, or suspension resulting from violations of our Acceptable Use Policy.
- Extraordinary Cyber Attacks: Volumetric DDoS attacks exceeding contracted mitigation thresholds.
- External Upstream & Carrier Outages: Failures outside the Extent-managed border routers.
- Force Majeure: Natural disasters, civil unrest, or widespread national power-grid collapses beyond generator capacity.
- Binding Legal Orders: Interruptions mandated by judicial or telecommunications authorities.
22. Upstream Network Events
Extent Technologies maintains multi-homed BGP connections. An external Internet routing failure outside Extent-managed routers does not constitute Extent network downtime where our core infrastructure remains fully operational.
23. Cross-Connects
Cross-connect availability is covered only where the physical cross-connect is supplied and managed directly by Extent Technologies within our facility. Carrier-operated circuits remain outside our SLA boundary.
24. Colocation Equipment Failure
Failure of customer-owned hardware (servers, power supplies, disks, custom PDUs) does not constitute facility downtime. Remote-hands assistance may be requested for on-site hardware triage.
25. Remote Hands
Extent Technologies provides 24/7 on-site remote-hands support for rack inspections, power cycles, disk swaps, and cabling. Unless a dedicated response SLA is purchased, remote-hands turnaround times operate on best-effort response targets.
26. NOC Support
Our Network Operations Center operates 24/7/365 with the following operational response targets:
| Priority Level | Incident Definition | Initial Response Target |
|---|---|---|
| P1 Critical | Complete service outage, total power loss, or core network failure | 15 Minutes |
| P2 High | Significant service degradation or redundancy path failure | 1 Hour |
| P3 Normal | Non-critical technical issue or minor service question | 4 Hours |
| P4 Request | General administrative request, DNS changes, or quotation inquiry | Next Business Day |
27. P1 Critical Incident
A P1 incident represents complete eligible service outage, total power loss, total Extent network loss, or thermal conditions requiring emergency hardware shutdown. P1 tickets trigger immediate escalation to senior NOC engineers.
28. Incident Communication
During major incidents, Extent Technologies issues regular status updates via the customer portal and NOC channels covering acknowledgment, root investigation, mitigation steps, and final resolution.
29. Incident Post-Mortem
For major P1 outages, Extent Technologies publishes a formal Incident Post-Mortem report within 5 business days, detailing root-cause analysis, chronological timeline, and preventive engineering actions taken.
30. Service Credits Are Not Cash Refunds
SLA credits are applied against future recurring invoices and cannot be redeemed for cash or monetary damages, except where specifically required by law or agreed in a bespoke enterprise contract.
31. Relationship with Refund Policy
SLA credits and contract refunds are separate remedies. An SLA incident does not automatically create entitlement to a full service refund or termination. All refunds are governed by our Refund Policy.
32. Repeated SLA Failure
In the event of repeated material failures over consecutive months, Extent Technologies and the customer will conduct an architectural review to restructure network redundancy or discuss contractual options.
33. Dedicated Server Hardware Replacement
For Extent-owned bare-metal dedicated servers, our NOC maintains on-site component inventories for rapid diagnostic and replacement of failed memory modules, drives, and power supplies.
34. Cloud Infrastructure
Cloud VPC and virtual-machine SLA applies to the underlying physical hypervisors, Ceph storage clusters, and software-defined network layers managed by Extent Technologies.
35. Backups and Snapshots
Automated snapshot and backup services provide point-in-time image availability. Customers are advised to maintain independent off-site replication for mission-critical databases.
36. Dedicated Email Infrastructure
Underlying physical host and network uptime for dedicated email clusters is protected under this SLA. Third-party spam filters, blacklist listings, or external mailbox deliverability are outside the infrastructure SLA boundary.
37. Telecommunications Services
SIP trunking and carrier interconnects rely on upstream PSTN and IP telecommunications operators and are subject to third-party carrier availability.
38. Custom SLA
Enterprise, banking, and government clients may request custom SLA terms including 99.99% multi-site availability, dedicated fiber rings, private BDIX routes, and guaranteed 1-hour remote-hands commitments.
39. No Double Recovery
Customers may not claim duplicate compensation for the same underlying incident across multiple Extent policies or contractual remedies.
40. SLA Abuse
Manufactured downtime, fraudulent monitoring claims, or intentional network manipulation to generate SLA credits constitutes a material breach of the Acceptable Use Policy.
41. Changes to This SLA
Extent Technologies may update this SLA as data center facilities expand. Changes will not retroactively affect earned service credits.
42. Support and Contact
Existing Customers (24/7 NOC Tickets)
Submit incident reports and SLA review requests directly through your customer portal ticket queue for automated priority dispatch.
Non-Customers & SLA Consultations
Abuse & Security Escalations
Assistance & Official Contacts
For questions regarding this policy, service level reviews, billing adjustments, or network abuse reports, please direct your communication through the designated channels:
Spam, phishing, malicious traffic, botnet activity, or copyright infringement originating from Extent Technologies IP allocations:
abuse@extentit.com