Service Level Agreement
We keep our Service Level Agreement (SLA) simple. Our goal is to deliver a quality experience that makes it easy to understand our promise to you. We offer simple SLA’s for each of our products: dedicated servers, colocation, and hosted private cloud.
Dedicated Server SLA
We promise a 99.99% uptime commitment (4 nines) on our dedicated servers. As unmanaged dedicated servers, we are responsible for the power and network uptime to your server, along with making sure the core components (CPU, RAM, SSD, NIC, PSU’s, fans, etc) are functional. This doesn’t include uptime from server management or OS. Please contact us if you need a managed solution with higher uptime commitments built in.
| Uptime Commitment |
Downtime per Month
|
SLA Credit
|
| 99.99% (or better) | 4 minutes | - |
| 99.95% | 22 minutes | 10% |
| 99.9% | 44 minutes | 20% |
| 99.8% | 88 minutes | 30% |
| 99.5% | 3.6 hours | 40% |
Colocation SLA
We offer a 99.999% (5 nines) uptime commitment on our all-in-one colocation. This pertains to power and network uptime in our data centers which are all Tier III and power redundant.
| Uptime Commitment |
Downtime per Month
|
SLA Credit
|
| 99.999% (or better) | 26 seconds | - |
| 99.995% | 2 minutes | 10% |
| 99.99% | 4 minutes | 20% |
| 99.95% | 22 minutes | 30% |
| 99.9% | 88 minutes | 40% |
Hosted Private Cloud SLA
We offer a 99.999% (5 nines) uptime commitment on hosted private cloud solutions that are managed by us. In addition to managing power and network uptime, we will also manage uptime of your critical infrastructure by building in additional redundancies.
| Uptime Commitment |
Downtime per Month
|
SLA Credit
|
| 99.999% (or better) | 26 seconds | - |
| 99.995% | 2 minutes | 10% |
| 99.99% | 4 minutes | 20% |
| 99.95% | 22 minutes | 30% |
| 99.9% | 88 minutes | 40% |
How to open SLA Tickets
If your service experiences any downtime, then simply open a ticket in your Client Portal once the issue has been resolved or contact your Account Manager. We will create the SLA credit for you for the next due payment.
SLA credits apply to the per-month price. If you purchase a service on a contract cycle longer than monthly, your maximum eligible credit is the prorated rate for that month of service.