SeFlow undertakes to ensure that the characteristics indicated in each individual plan, either on the company's website (SeFlow.it/Net) or in any of the corporate documents, will be fully respected. If this does not happen, the customer will be entitled to receive reimbursements in accordance with the provisions described below.
SeFlow will not take responsibility towards customers, sub-customers, reseller or third parties, for any interruptions or discontinuation of the services due to Internet-related issues that are clearly not attributable to mismanagement by SeFlow.
If SeFlow turns out to be responsible for the interruption of the service, or if due to reasons attributable to SeFlow's actions, the services is not resumed within the expected times (unless otherwise agreed in writing with the customer), the customer will receive a 24 hours contract extension per each hour exceeding such limit. For instance, if the longest downtime for a server in a month is 2 hours and the server is unavailable for 4 hours, the customer will be entitled to a contract extension of 48 hours in total.
The criteria to determine any instances of non-compliance with the above prescriptions shall be as follows.
The replacement hardware for each machine is provided within 24 hour of initial request, including full hardware replacement in the event of irreversible fault. The counting of this SLA starts from the time of notification by the customer and must be submitted only via the ticket system to the customers panel at http://www.SeFlow.it/serverdedicati . Replacement hardware time does not include any possible array rebuilds or the reinstallation of the operating system.
If the service is not managed directly by SeFlow (unmanaged server, without system assistance), SeFlow will not be responsible for any service interruptions affecting the server or the vm.
SeFlow will not be held responsible if the service experiences interruptions due to administrative default or unlawful activity.
SeFlow will not take responsibility and will not answer to the customers of is own resellers.
Downtime notifications, to be valid, will have to be sent via the dedicated ticket system from an email address included in the Valhalla customers' panel https://manage.seflow.it .
Any reimbursement requests due to non compliance with the agreed uptime terms (except for replacement hardware) must be accompanied by a downtime report generated by our free monitoring service avaiable in customer portal https://manage.seflow.it . We suggest to activate it when your service is ready to be monitored. Any other report will not be considered valid and will nullify the reimbursement request process. The request may be re-issued following the correct procedure.