Server Hosting
Service Level Agreement
Effective: October 9, 2026
Trinsic Technologies is proud to offer an exceptional level of performance, reliability, and service. Trinsic is providing this commitment to Clients in the form of a Service Level Agreement (“SLA”) for our dedicated server hosting and virtual server hosting service (“Service”).
Uptime Goal
Trinsic will use commercially reasonable efforts to maintain its Services with a 99.99% uptime service level (“Uptime Goal”). This Uptime Goal is a calendar monthly percentage which is calculated by Trinsic’s monitoring systems. If Trinsic does not meet its Uptime Goal, and it is not due to one of the exclusions (“Exclusions”) below, Client will be eligible to receive a service credit (“Service Credit”) as described below.
Definitions
“Downtime” is defined as a period of 10 or more minutes during which production system processing for the Service has stopped and where no Client user is able to use all aspects of the Service for which they have appropriate permissions. Downtime does not include the period of time when the Service is not available as a result of the Exclusions noted below.
“Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus
the number of minutes of Downtime in such month, divided by the total number of minutes in such month. If Client’s Service is subscribed to and provisioned for only part of a calendar month, such as during the initial month of service, The Service shall be deemed to be 100% available during the portion of the month in which it was not provisioned.
“Service Credit” means the percentage of monthly Service fees, calculated as set forth below, credited to Client’s Service invoice in accordance with the process described in this SLA. Service credits will only be eligible for billed Services which experienced Downtime. Software licenses are excluded from eligibility.
Service Credit
Service Credits are calculated as a percentage of the total monthly Service fees billed to Client for the calendar month in which the Trinsic Service does not meet the Uptime Goal, in accordance with the schedule below.
| Monthly Uptime % | Service Credit |
| Less than 99.99% but greater than or equal to 99.5% | 10% |
| Less than 99.5% but greater than or equal to 98.0% | 25% |
| Less than 98.0% | 50% |
Service Credit Process
In order to receive a Service Credit, a written request must be made by Client by submitting a ticket from within Trinsic’s helpdesk. To be eligible, the Service Credit request must be received by Trinsic within fifteen (15) calendar days after which the Service does not meet the Uptime Goal, and must include all information reasonably necessary for Trinsic to verify the claim, including: 1) Service subscribed to by Client, and, 2) a description of the Downtime event, including the time and duration of the Downtime, and any Client logs.
Trinsic will evaluate the Client request and determine in good faith whether a Service Credit is owed based on its system logs, monitoring reports, configuration records, and other available information. If Trinsic confirms that the Monthly Uptime Percentage applicable to the month of such request did not meet the Uptime Goal, then Trinsic will issue the Service Credit to Client within one billing cycle following the month in which Client’s request is confirmed. The total amount credited to a Client for Trinsic not meeting the Uptime Goal shall not exceed the service fees billed to Client for such Services for the period in question. Service Credits are not refundable and can only be used toward future billing charges. Service Credits expire 12 months from issuance. Service Credits are exclusive of any applicable taxes charged to Client or collected by Trinsic.
Exclusions
The SLA does not apply to any Downtime as a result of:
- Scheduled downtime for maintenance and upgrades as notified in advance in writing to Client.
- Suspension of the Service by Trinsic for Client’s breach of Trinsic’s IT Agreement including but not limited to having a past due account balance or violation by Client of Trinsic’s Service guidelines or Acceptable Use Policies (AUP).
- Circumstances outside of Trinsic’s reasonable control, including, without limitation, any Force Majeure event as defined in the IT Service Agreement.
- Failure of the Data Center where Trinsic’s servers are housed.
- The use of services, hardware, or software provided by a third party and not within the primary control of Trinsic, including issues resulting from inadequate bandwidth or resulting from failures of cloud hosting services rendered by third-party cloud services.
- DNS issues that are not within the direct control of Trinsic.
- Expired Client licenses.
- Client infrastructure failures (network, hardware, software).
- Client network configuration issues (proxy, firewall).
- Network or device failures between the Client site and Trinsic‘s servers.
- Client’s acts or omissions, including without limitation, any negligence, willful misconduct (which may include failure to follow agreed-upon policies and procedures as set forth by Trinsic in writing).
- Client’s use of Trinsic service(s) in breach of Trinsic’s Acceptable Use Policies (AUP), by Client or others authorized by Client, and the result of reduction and/or removal of Services to protect Trinsic’s infrastructure.
- Client’s failure to provide information required by Trinsic to provision the Service.
Modifications to SLA
Trinsic reserves the right to modify this SLA upon 90 days advance written notice to Client before the renewal of any Service Term.
Sole Remedy
The terms and conditions contained in this SLA shall be the Client’s sole remedy and Trinsic sole obligation for any Downtime.