Service Level Agreement

These terms were last revised on 2020-07-01.

Qloaked: “the service”

Global Proxy

Qloaked’s network providing public access of client resources (the “app server”) via the Qloaked server.

Certification System

The Qloaked system which provisions SSL certificates.

Administration, Maintenance and Reporting

Qloaked will provide access to an administrative interface where domains can be viewed and managed.

Client support and service availability

Client support is available between the hours 09:00 and 18:00 GMT, Monday to Friday (excluding UK Bank Holidays and statutory holidays). Support queries will be accepted via email to your account manager or by telephone.

The target availability for the Qloaked is twenty four (24) hours a day, seven (7) days a week excluding any scheduled or emergency maintenance.

All support requests will be responded to within 24 hours and resolved as quickly as possible, inline with the severity of the problem.

Qloaked platform availability commitment scope

During each month of the Service Term of the Agreement, Nickelled undertakes to the Client that the Qloaked Global Proxy shall be capable of being accessed no less than 99.9% of the time, twenty four (24) hours a day, seven (7) days a week. In the event of service availability falling below 99.9% in any one calendar month the Client is entitled to service credits at the following levels:

  • 97.1% to 99.9% – 5% of monthly service Fee credited back to account
  • 95.1% to 97.0% – 10% of monthly service Fee credited back to account
  • 93.1% to 95.0% – 25% of monthly service Fee credited back to account
  • 90.1% to 93.0% – 50% of monthly service Fee credited back to account
  • 0.0% to 90.0% – Full monthly Fee service credit

Unavailability shall not be deemed to occur as a result of maintenance activities (emergency and scheduled); acts or omissions of the Client or its agents; network unavailability outside the Qloaked network; backbone outages; power failure of the National Grid; or events of Force Majeure as set out in the Agreement. For the avoidance of doubt the Client shall not be eligible for service credits if they are in violation of their responsibilities as set out in the Service Level Agreement or have any outstanding fees.