"I have had 4 servers with DedicatedServerCity for about 11 months and I am extremely pleased with their cutomer service and overall professionalism. Their network has been ROCK-SOLID which has allowed me to deliver reliable web hosting to my clients."
Stephen - Cherry Hill, NJ
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Because of the mission-critical nature of hosting, InetServices Service Level Agreement (SLA) is designed to protect our customers against unscheduled outages. Our SLA provides exceptional levels of availability with penalties for failure to comply with the SLA.
Network Services
- InetServices guarantees that our network will be available 99.9% of the time in a given billing cycle, excluding maintenance.
- InetServices will apply a credit ("Credit") to customer's account in an amount, determined in the chart below, the percentage of the "Net MRC" on the next invoice.
- "Network Downtime" is when a particular customer is unable to transmit and receive data from the Internet caused by the failure of network equipment managed and owned by InetServices and is measured from the time a trouble ticket is opened until the problem has been resolved and the ticket is closed.
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"Network Downtime" does not include; 1) the services or software running on the server, nor the server's hardware; 2) the actions of the customer, or the authorized agents of the customer; 3) Denial of Service (DoS) Attacks, hacker activity, or other malicious activity targeted against InetServices or a InetServices customer; 4) Customer suspensions due to AUP violations or billing issues.
- Credit Chart
- 99.9 to 100% will result in a "Credit" of: 0%
- 99% to 99.8% will result in a "Credit" of: 5%
- 98% to 98.9% will result in a "Credit" of: 10%
- 97% to 97.9% will result in a "Credit" of: 25%
- 90% to 96.9% will result in a "Credit" of: 50%
- 89% or below will result in a "Credit" of: 100%
Hardware Services
- InetServices guarantees to replace any failed hardware component within 2 hours of problem identification at no cost to the customer.
- InetServices apply a credit ("Credit") to customer's account in an amount equal to five percent (5%) of the "Net MRC" on the next invoice for each additional hour in excess of 2 hours of downtime, up to 100% of customer's monthly fee.
- "Hardware Downtime" is when a particular customers server is shut down due to a component failure and is measured from the time a trouble ticket is opened until the problem has been resolved and the ticket is closed.
- This guarantee excludes the time required to rebuild a RAID array, the reload of certain operating systems, and/or applications.
Environment Services
- InetServices guarantees that power and HVAC systems will be available 100% of the time in a given month, excluding scheduled maintenance.
- InetServices will apply a credit ("Credit") to customer's account in an amount equal to five percent (5%) of the "Net MRC" on the next invoice per each outage incident.
- "Environment Failure" is when a particular customers server is shut down due to power or heat problems and is measured from the time a trouble ticket is opened until the problem has been resolved and the ticket is closed..
- "Environment Failure" includes all functioning power and HVAC infrastructure, but does not include the power supplies on your server.
Maintenance Events From time to time it is necessary to perform services and routing maintenance on the hardware, software, or configuration of either that are used to provide any services to InetServices customers. Maintenance Events are categorized into three groups as follows:
Planned Maintenance is defined as planned events which MAY cause services provided to customers to become unavailable.
- Maintenance of this type which MAY be service affecting will be performed in the InetServices maintenance window of 3:00AM to 6:00AM Eastern Standard Time.
- Customers will be notified of such events no later than twenty one (21) calendar days prior to the event.
- Every reasonable effort will be made to ensure that no InetServices provided services are affected or made unavailable during such events.
Critical Maintenance is defined as planned events which are intended to prevent and/or correct the unanticipated failure of any hardware, software, or the configuration of either, which is used to provide services to InetServices customers.
- Maintenance of this type will be performed in the InetServices maintenance window of 3:00AM to 6:00AM Eastern Standard Time.
- Customers will be notified of such events no later than (24) twenty four hours prior to the event.
- Every reasonable effort will be made to ensure that no InetServices provided services are affected or made unavailable during such events.
Emergency Maintenance is defined as unplanned events which are intended to correct the failure or immanent failure of any hardware, software, or the configuration of either, which is used to provide services to InetServices customers.
- Maintenance of this type will be performed as soon as is practical and every reasonable effort with be made to notify InetServices customers.
- Every reasonable effort will be made to ensure that no InetServices provided services are affected or made unavailable during such events.
Remedies
- In order to claim Credits, customers must open a InetServices trouble ticket. All downtimes will be measured from the time the ticket is received by InetServices to the time InetServices is able to resolve the issue.
- Customers may not receive more than one (1) Credit per incident or more than 100% "Net MRC" per billing cycle under this SLA.
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