Network. We guarantee that the public and private networks at our data centers will be available 100% of the time in any given month, excluding scheduled maintenance.
Infrastructure. We guarantee that our data centers will have power and functioning HVAC, 100% of the time in any given month, excluding scheduled maintenance. Your servers will never be shut down due to loss of power or overheating problems.
Hardware. We guarantee that any failed hardware and server components located within our data centers will be replaced within two (2) hours of failure identification.
Credits. To file a request for SLA credit, customers must contact [email protected] within one (1) week of the incident, and include all applicable details about the downtime. Customers will be credited 5% of their monthly account fee for every half hour of sustained downtime, up to 100% of their monthly account fee for the affected server(s).