Service Level Agreement
Effective Date: August 12, 2026 Last Updated: August 12, 2026
This Service Level Agreement ("SLA") describes the service level commitments Datagram ("Datagram," "we," "us") provides to customers ("Customer") for colocation, dedicated internet access, and Layer 2 transport services (collectively, the "Services"). This SLA is incorporated into, and subject to, the terms of the applicable Master Services Agreement or service order between Datagram and Customer. Capitalized terms not defined here have the meanings given in the applicable service agreement.
1. Definitions
- "Downtime" — a period during which the Service is unavailable, measured per Section 3, excluding Excluded Downtime under Section 5.
- "Scheduled Maintenance" — maintenance performed by Datagram with advance notice as described in Section 6.
- "Monthly Uptime Percentage" — total minutes in a calendar month, minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.
- "Service Credit" — the credit issued to Customer's account as the sole and exclusive remedy for a failure to meet the applicable service level commitment.
2. Service Level Commitments
2.1 Network Uptime (Dedicated Internet Access / Layer 2 Transport)
Datagram commits to a Monthly Uptime Percentage of 99.9% for dedicated internet access and Layer 2 transport circuits, measured from the point where Datagram's network equipment connects to Customer's demarcation point, excluding Customer-owned equipment and the "last mile" where applicable.
2.2 Facility / Power Uptime (Colocation)
Datagram commits to Power Availability of 99.99%, measured as the availability of utility and/or backup power delivered to Customer's contracted rack space, cabinet, or cage.
2.3 Cooling / Environmental
Datagram commits to maintaining data hall temperature and humidity within ASHRAE-recommended ranges for data center environments under normal operating conditions, subject to Excluded Downtime.
3. Measurement
Uptime and Downtime are measured using Datagram's internal network monitoring systems, polling relevant infrastructure at 5-minute intervals. Customer may request supporting monitoring data for a specific claimed outage as part of a Service Credit request.
4. Service Credits
If Datagram fails to meet the Monthly Uptime Percentage commitment in Section 2.1 or 2.2 in a given calendar month, Customer may request a Service Credit per the following schedule:
| Monthly Uptime Percentage | Service Credit (% of monthly recurring fee for affected service) |
|---|---|
| Below 99.9% but at or above 99.0% | 5% |
| Below 99.0% but at or above 95.0% | 10% |
| Below 95.0% | 25% |
Service Credits are calculated against the monthly recurring fee for the specific affected Service only (not Customer's total invoice), issued as a credit toward a future invoice, and are not redeemable for cash. Maximum aggregate Service Credits in any calendar month shall not exceed 100% of the monthly recurring fee for the affected Service.
4.1 Requesting a Service Credit
To receive a Service Credit, Customer must submit a request to support@datagram.net within 30 days of the end of the calendar month in which the claimed Downtime occurred, including the dates and times of each incident. Failure to submit a timely and complete request waives Customer's right to a Service Credit for that incident.
5. Exclusions ("Excluded Downtime")
The following are excluded from Downtime calculations and do not count toward SLA credit eligibility:
- Scheduled Maintenance performed per Section 6.
- Emergency maintenance reasonably necessary to protect the security or stability of Datagram's network, performed with as much notice as reasonably practicable.
- Downtime caused by Customer's equipment, applications, cabling, or actions, including Customer-initiated changes.
- Downtime caused by Customer's failure to pay amounts due under the applicable service agreement.
- Force majeure events, including natural disasters, acts of government, labor disputes, internet backbone failures outside Datagram's control, and utility provider failures beyond Datagram's reasonable control (subject to backup power obligations under Section 2.2).
- DDoS attacks or other malicious third-party activity, except to the extent Datagram fails to implement its documented DDoS mitigation procedures.
- Downtime during any period Customer's account is suspended for an Acceptable Use Policy violation.
6. Scheduled Maintenance
Datagram will provide Customer at least 72 hours' advance notice of Scheduled Maintenance likely to impact Service availability, via email. Datagram will use commercially reasonable efforts to schedule maintenance during low-traffic windows (typically 00:00–06:00 local facility time).
7. Support Response Times
Datagram provides support according to the following target response times based on issue severity:
| Severity | Description | Target Response Time |
|---|---|---|
| Critical (P1) | Complete service outage affecting Customer's production environment | 30 minutes, 24/7/365 |
| High (P2) | Significant service degradation | 2 hours, 24/7/365 |
| Medium (P3) | Limited-impact issue with a workaround available | 8 business hours |
| Low (P4) | General question, non-urgent request, or informational request | 1 business day |
"Response Time" is the time between Datagram's receipt of a properly submitted support request (via phone or email) and initial acknowledgment by a Datagram technician — not the same as Resolution Time, which varies with the nature of the issue.
8. Remote Hands
Datagram includes 1 hour of remote hands support per month at no charge with active colocation service. Additional remote hands time is billed at $150/hour, in 15-minute increments. Standard remote hands requests are acknowledged within the same response times as Section 7; emergency remote hands requests are prioritized as Critical (P1).
9. Sole Remedy
Service Credits described in this SLA are Customer's sole and exclusive remedy for any failure by Datagram to meet the service level commitments described herein.
10. Changes to this SLA
Datagram may update this SLA from time to time upon notice to active customers. Changes will not reduce the service level commitments in effect at the time of Customer's order without Customer's consent, except as required by law or mutually agreed.
11. Contact
Questions about this SLA may be directed to support@datagram.net or 1-573-282-4726.
This is a template Service Level Agreement provided as a starting point. Actual uptime commitments, credit percentages, and response times should reflect Datagram's real infrastructure capabilities and be reviewed by qualified legal counsel before publication.