Applicability and agreed targets
This Service Level Agreement describes the framework for availability commitments offered by PinnaLink LLC. An uptime target, support response target, repair deadline or compensation schedule applies only when expressly included in your accepted written service agreement. There is no default numerical target or credit schedule under this page.
Read this page with your order and our Terms of Service. The order identifies the covered service and any specific SLA provisions. Mandatory legal rights remain unaffected.
Covered infrastructure
Coverage must identify the server or service, region and relevant infrastructure, such as network connectivity, power, the VPS host or dedicated-server hardware. Application availability, customer operating systems, DNS and external dependencies are covered only if the agreement expressly includes them.
A network availability commitment is distinct from a bandwidth, latency, packet-loss or application-performance commitment. Hardware replacement and data recovery are also separate matters; an uptime target alone does not set a repair deadline or promise recovery of stored data.
Measuring availability
For an agreed uptime commitment, the order defines the measurement period, monitoring sources and outage start and end criteria. Availability is calculated as eligible service minutes minus qualifying downtime, divided by eligible service minutes, multiplied by 100. The agreement determines eligible minutes and qualifying downtime, including any agreed exclusions.
Assessment may use infrastructure records and customer-supplied diagnostics. Include timestamps and the affected service so an interruption can be distinguished from an application fault or an external connectivity issue. A failed test from one endpoint alone may not establish the extent or cause of an outage.
Maintenance and exclusions
The accepted agreement determines the notice arrangements and treatment of planned or emergency maintenance. It also determines whether customer-requested changes, software faults, customer configuration, external networks, attacks or events beyond reasonable control are excluded. These examples do not create blanket exclusions.
For any exclusion applied to a claim, the relevant event must be assessed against the agreed coverage. A maintenance notice or the involvement of an infrastructure partner does not, by itself, decide whether downtime qualifies.
Reporting an interruption
Email support@pinnalink.net with the service identifier, affected region, start time in UTC, symptoms and available logs or connectivity tests. State whether the problem is ongoing and provide a reachable reply address. Redact passwords, private keys and unrelated personal information.
An incident report asks for investigation and restoration. If you also seek an SLA remedy, say so explicitly and identify the applicable commitment. Follow any dedicated reporting channel specified in your order. This page does not promise a particular response time or round-the-clock support schedule.
Requesting and reviewing a remedy
Where the order includes credits or another remedy, submit the request using its deadline and process. Include the incident correspondence, affected service, outage period and supporting evidence. We will assess the request against the agreed target, coverage and relevant records and explain the outcome. Additional evidence can be submitted if you disagree with the assessment.
Credit tiers, eligible charges, caps and the form of compensation are those expressly agreed. This page establishes neither an automatic account credit nor a cash-refund entitlement. An SLA claim is distinct from cancellation or a billing dispute; those matters follow the order, the Terms of Service and applicable law.
Confirming your service coverage
Before ordering, obtain written confirmation of coverage, measurement, maintenance treatment, incident channels and any remedy schedule important to your workload. Keep that confirmation with your order. Later changes follow the agreement’s change process and do not automatically alter the terms applicable to an earlier incident.
For SLA or order questions, contact contact@pinnalink.net. For an active technical issue, contact support@pinnalink.net.
PinnaLink LLC, 1722 Marlow Rd, Louisville, KY 40216. Telephone: +1 (502)753-5234. Email: contact@pinnalink.net.