Unscheduled Outages & Notification Policy

In the function of an event that is unscheduled in an outage, MDS will notify all affected Customers via email within one (1) hour from the time the scope has been determined. This notification email will include a link to our Support system where notices that are subsequent be published through the remediation procedure.

Network SLA Exclusions

Many possible situations tend to be totally beyond the control over MDS, and they are perhaps not within the range of the SLA. They include:

Network SLA Treatment

In the function that MDS doesn’t fulfill this SLA, customers can be entitled to request settlement for downtime. The customer will be eligible to receive a credit for 8 times the actual amount of downtime whether MDS is or is not directly responsible for causing the downtime. This means that if your server is unreachable for 1 hour (beyond the 0.1% allowed), you shall get a credit for 8 hours.