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Service Level Agreements
AT&T is committed to providing its customers with superior products and services, as well as leading support and performance objectives that deliver an "always on" solution required from a hosted server provider. As part of that commitment, AT&T includes a 99.9% server availability Service Level Agreement (SLA) with its Virtual Dedicated Server (VDS) and Managed Dedicated Server (MDS) products. The SLA is available for all VDS and MDS customers.
As part of the SLA, the server is available if the server is reachable across an IP network and is available for access by third parties via Internet Control Message Protocol (ICMP), i.e. ping. Server availability is measured monthly and excludes scheduled maintenance periods. For a full definition and Account Holder responsibilities refer to the Terms & Conditions.
The matrix below identifies the available service levels and percentage of monthly recurring charge credits should the service level not be met for a calendar month.
| AVAILABLE SERVICE LEVEL AGREEMENT(S) | |||||||
| VDS and MDS for Linux operating system service level Performance Objective: 99.9% server availability during a calendar month. | |||||||
| Actual Service Level | 99.8% to 98% | 97.9% to 95% | 94.9% to 90% | Below 90% | |||
| Credit | 5% | 10% | 25% | 50% | |||
| VDS and MDS for Windows operating system service level | |||||||
| Performance Objective: 99.9% server availability during a calendar month | |||||||
| Actual Service Level | 99.8% to 99% | 98.9% to 98% | 97.9% to 97% | 96.9% to 96% | 95.9% to 95% | 94.9 to 90% | below 90% |
| Credit | 2% | 4% | 6% | 8% | 10% | 15% | 25% |
Refer to Terms & Conditions
Windows operating system View VDS Plans View MDS Plans
Linux operating system View VDS Plans View MDS Plans