ManagedWay

Service Level Agreement

Our services are up. 100% uptime, every month, for as long as you’re with us. When we miss — because despite our best efforts, things outside our control sometimes happen — we credit you back for every minute we owe you.

This Service Level Agreement (the “SLA”) spells out what we cover, how credits are calculated, and what we don’t cover. Defined terms have the meaning given in the Master Service Agreement (MSA).

1. Services covered

This SLA covers the services we sell as managed infrastructure:

  • Managed Hosting — virtual machines, resource pools, cPanel hosting, managed application stacks, and the Linux ops we run on top.
  • Colocation — power, cooling, network, and physical access at our Michigan datacenter facilities, whether you’re in a single locked server, a quarter / half / full rack, a cage, or a private suite.
  • Dedicated Internet — fiber circuits to your premises, IP transit on AS 53292, point-to-point transport, and wavelength services.

Anything else we offer — email, VPN, the customer dashboard, ad-hoc professional services, products in beta — is offered on a best-effort basis and is not covered by this SLA unless we say so in writing.

2. Our uptime commitment

ManagedWay commits to 100% monthly uptime for services covered by Section 1, measured at the service edge we control: the network port for Dedicated Internet, the hypervisor or container interface for Managed Hosting, the IDF / MDF handoff for Colocation. Any unplanned, ManagedWay-caused unavailability counts as downtime.

We do our best to deliver that 100%: multi-homed BGP, redundant power with UPS and generator on every site, geographic redundancy where you’ve contracted for it, and 24/7 operations staff on call. When we miss, you get a credit.

3. SLA Credit

If a covered service is unavailable due to a cause within ManagedWay’s control, you are entitled to an SLA Credit equal to the duration of the outage, calculated at the service’s base hourly rate.

Base hourly rate = monthly recurring charge for that service ÷ hours in the billing month.

The total credit for any one service in any one month will not exceed that service’s monthly recurring charge.

4. Filing a claim

Tell us. We’d rather hear from you than not. Email support@managedway.com or open a ticket from your dashboard with the affected service, the start and end time of the outage with time zone, and what you observed. Send the claim within 30 calendar days of the outage. We’ll review, confirm the math, and apply the credit to your next invoice.

5. What’s not covered

These happen, and they’re not eligible for SLA Credit. We’ll always give you advance notice when we can.

5.1 Scheduled maintenance

We schedule maintenance windows for network, power, hypervisor, and software updates. You’ll get email notification at the address on your account before any scheduled maintenance that may affect your service.

5.2 Hardware replacement

Disks fail. Power supplies fail. Switches age out. When the underlying hardware needs work, we move services off it first whenever possible. When we can’t, we tell you, and the downtime falls under “scheduled” if we’ve given you notice.

5.3 Software updates

Security patches and software updates occasionally require restarts. We aim for sub-minute impact; we don’t promise zero.

5.4 Denial-of-service attacks

If someone targets you or our network with a DDoS attack, we will mitigate aggressively — null-routing offending sources, working with our upstreams, deploying scrubbing for services that carry our DDoS Mitigation subscription. Without a Mitigation contract, we cannot guarantee a resolution time during an active attack.

5.5 Force majeure

Cable cuts upstream of our facility, regional power events outside our utility’s control, severe weather, natural disaster, civil disturbance, government action, pandemic. Standard force-majeure carve-out; we will still tell you what we know and what we are doing.

5.6 Last-mile providers

Some Dedicated Internet circuits use partner networks for the final leg to your premises. In those cases the partner’s SLA governs that leg, not this one — we will tell you up front when this is the case and what their commitment is.

5.7 Customer-side causes

Issues caused by your equipment, your code, your DNS, your access credentials, your configuration changes, or your contractors do not count toward our uptime commitment. We will help you diagnose; we do not credit it.

5.8 AUP-driven suspension

If we suspend a service for an Acceptable Use Policy violation, that service is not eligible for SLA Credit during the suspension. Other unaffected services on your account remain covered by this SLA.

5.9 Breach or non-payment

This SLA does not apply to any service in any month during which your account is in breach of the MSA or in default for non-payment. Once the account is current and in good standing, SLA Credit eligibility resumes prospectively.

6. How credits are applied

SLA Credits are applied to the next invoice after the claim is confirmed. Credits remain valid until the earlier of (a) twelve (12) months from the date of issue or (b) termination of the affected service. Credits are not exchangeable for cash and are not refundable upon service cancellation.

7. Reaching us

Operations is staffed 24/7/365.

For an incident in progress, the dashboard ticket is the fastest path because it tags your account automatically.

8. Changes to this SLA

We update this SLA when our service mix changes or when we want to commit to more. Material changes are announced through customer notification per the MSA. The version on this page is the current version.

Version 2026-05-15 · Supersedes all prior versions.