Service Level Agreement
We use only top quality servers, switches, and routers. This translates into great reliability and uptime. As a result, within our own server farm and facilities that are under our own control and management, we guarantee that our network will be up and functioning 99.99% of the time per month. We also have a 100% Data Center systems guarantee.
To be eligible for this Service Level Agreement, your account must be in good standing. All requests for credit should be made to the billing department (firstname.lastname@example.org) with a copy of your initial support ticket included.
Occasionally servers and systems must be brought down for routine maintenance and upgrades to ensure that your site performs optimally. However, we strive to keep such service interruptions to a minimum, and, when possible, give you advance notice of any scheduled maintenance. Scheduled service outages do not qualify for this guarantee!
Additionally, this guarantee is your remedy for any unscheduled downtime of more than the limits outlined above. Downtime must be confirmed by a staff member in our support system. Maximum credit given will not exceed the amount of the monthly charge for the customer service with us. The credit will be applied to your invoice on your next due date. Downtime is measured from the time the customer records such failure by submitting a support ticket in our support ticketing system and until a resolution is provided for that ticket.
1. Network Guarantee
We guarantee that the network will be available 99.99% of the time in any given month (this does not include functionality of software/services on a server), excluding scheduled maintenance. If network downtime exceeds 0.01% the customer will be refunded 10% of their monthly fee for every 60 minutes of downtime, up to 100% of the customer’s monthly fees.
Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server.
- We are not responsible for outages or circumstances beyond our control that hinder access to your site or server. The following are excluded from the monthly calculation of Service Level:
– Scheduled downtime or maintenance
– Traffic conditions on the internet outside of our network
– ISP or local problems such as Browser or DNS caching
– DDoS, Attacks, Exploits or hacked servers
– An outage from an upstream facility outside of our network
– Interruptions or failure of individual service caused by client, their employees, client’s customers, friends, or family.
– Inaccurate installation or configuration of software by the client or non-Aplus Enterprise Ltd’s staff, 3rd party software, client abuse or over utilization of resources.
2. Data Center (NOC) Guarantee
We guarantee that the critical systems, including power, HVAC and Dry Fire Suppression Systems, will be available 100% of the time in any given month, excluding scheduled maintenance. We will refund the customer 10% of the monthly fee for each 60 minutes of downtime (up to 100% of customer’s monthly fee).
Critical systems include functioning of all power and HVAC infrastructure including UPSes, PDUs and cabling, but does not include the power supplies on customers’ servers. NOC downtime exists when a particular server is shut down due to power or heat problems and we record such a failure in the support ticketing system.
3. Hardware Guarantee – (Dedicated Server customers only!)
We guarantee the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within 3 hours of problem identification. This guarantee of 3 hours does not include additional actions such as software installations, OS reinstalling, or other data or backup services. In the event that it takes us more than 2 hours to replace faulty hardware, we will refund the customer 10% of the monthly fee for each 60 minutes of downtime (up to 100% of customer’s monthly fee).
Hardware is defined as the Processor(s), Memory, hard disk(s), motherboard, NIC card and other related hardware included under the server lease.