Do you offer a SLA (Service Level Agreement)?
Because we are hosting resellers, we offer the same SLA to our customer as we have with our hosting provider.
In summary:
| SLA Criteria | SLA agreement |
Uptime guarantee: Exceptions: Acts of war, acts of God,Backbone failures, DNS problems outside the service provider's control, Scheduled maintenance slots for upgrades | 99.5% |
| Connectivity: | An "outage” is defined as an instance in which Client is unable to transmit and receive IP packets due to a service failure for more than 15 consecutive minutes, excluding service failures relating to scheduled maintenance and upgrades. |
| Hardware Failure: | Our hosting service provider utilizes only name brand hardware of the highest quality and perfomance. |
| Credits: | Our agreement is partial repayment for partial failure. PS. We have never had to try and enforce this since we've never HAD even a partial failure |