Service Level Agreements
All services below are provided free of charge to any dedicated server provided by us.
- Hardware Replacement
- Initial Server hardening
- Software Firewall implementation (upon request)
- Free Cross Connects
- Unlimited Reboots (for VPS/Dedicated Server**
- Access to Knowledge Base (for most popular control panels )
- Flash Training Movies for support control panels( for most popular control panels )
- Bandwidth upgrades
- MRTG bandwidth graphs ( as per request and only for dedicated server clients
- Reverse DNS (for VPS/Dedicated Servers)
We are committed to providing a standard of service and reliability unparalleled in the hosting industry. We guarantees network uptime of 99.9%. The Data Center uses redundant Cisco and Foundry components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is outfitted with redundant HVAC, Battery Power and Diesel Generator Power to ensure uptime in any situation. We maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack. Our Data Center is ultra-secure with only our employees having access to any of our server rooms. In the event a customer needs personal access to their server they will be escorted to their server by our technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards. We guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance. In the event any customer experiences anything less than 99.9% uptime of our Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of our owned network equipment. We will provide a 5% credit to the affected server or shared account for each hour of downtime beyond 0.1% per month. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time we determines the issue to be resolved, excluding scheduled maintenance.
Self Managed SLA
Self-Managed servers are provided with initial security hardening, hardware replacement and reboots free of charge, 24 hours per day, 7 days per week, 365 days per year. Guaranteed support response time of 4 hours or less. All self-managed customers are guaranteed remote access to their server via SSH or RDP 99.9% of the time. Our Data Center is manned with highly skilled technicians every moment of every day. In the event any self-managed customer requires extensive trouble shooting beyond 15 minutes of time a charge of $65 per hour may apply. If it is determined the server is experiencing problems due to a problem on our network or our hardware no charges will be applied and a credit may be placed on the account upon customer request (refer to the Network SLA regarding our 99.9% uptime guarantee).
Our Managed Servers get special priority on all issues relative to the customer’s server. We offer managed services which vary in cost or without cost depending on the your order/invoice. In the event if we falls short of its priority support guaranteed time frame, a credit of 5% will be placed on the customer’s account.
We guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Qualifying Hardware is Processor(s), RAM, hard drive(s), motherboard, NIC(s), power supply and other related hardware included with the server. Hardware replacement is guaranteed to be complete within 4 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and we has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 4 hour SLA. Our Guarantee: In the event we are unable to replace the faulty hardware within 4 hours, We will credit the customer 5% of the monthly fee.