888-596-0961

   Why Outsource?

   Acceptable Use Policy

   Service Level Agreement

   Contact Us

SERVICE LEVEL AGREEMENT: 100% Uptime Guaranteed

Choose your dedicated server provider carefully. It is one of the most important decisions you will make. We want to make that decision easy for you.

We offer one of the best guarantees in the industry: 100% uptime

This guarantee covers the four critical components:

1. the hardware that makes up your server
2. our network
3. our data center
4. our response time

Not only do we promise 100% uptime, we back it up with financial guarantees. We want you to have every confidence in both our ability to meet your needs and our commitment to do so.

Hardware

We guarantee the functioning of all hardware components and will replace any failed component at no cost to you. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware we have included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware replacement will begin once we have identified the cause of the problem. Hardware replacement is guaranteed to be complete within two hours of problem identification.

Our Guarantee: If it takes us more than two hours to replace faulty hardware, we will credit you with 5% of your monthly fee per additional hour of downtime (up to 100% of your monthly fee for the affected server).

100% Network Uptime

We guarantee that our network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.

Our Guarantee: Upon experiencing downtime, we will credit you with 5% of your monthly fee for each 30 minutes of downtime (up to 100% of your monthly fee for the affected server).

Infrastructure

We guarantee that our critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.

Our Guarantee: Upon experiencing downtime, we will credit you with 5% of your monthly fee for each 30 minutes of downtime (up to 100% of your monthly fee for the affected server).

Credit Requests

To receive an SLA credit, please contact the Billing Department.