Service Level Agreement
You’re paying us to keep your service available – every day, all day, every month and all year – and that’s what we will make every effort to do. If we miss our goal of keeping your server up and running with 100% uptime on a given calendar month, we will do everything within our power to make up the difference: you will receive a service credit for a portion of your monthly service fees and, most importantly, we’ll fix the problem right away.
SLA - Service Level Agreement
You’re paying us to keep your service available – every day, all day, every month and all year – and that’s what we will make every effort to do. If we miss our goal of keeping your server up and running with 100% uptime on a given calendar month, we will do everything within our power to make up the difference: you will receive a service credit for a portion of your monthly service fees and, most importantly, we’ll fix the problem right away.
- Support is available 24/7/365.
- Support is by ticket system only. This insures that communication can be tracked and documented.
- We strive to maintain 10 minute response times.
- Opening multiple tickets for the same issue within a short period of time constitutes abuse of our support ticket system and may result in termination of services.
- Swearing, threats and other abusive language will not be tolerated and may result in account termination without refund.
- Software support is not in this SLA.
- Support is by ticket system only. This insures that communication can be tracked and documented.
- We strive to maintain 10 minute response times.
- Opening multiple tickets for the same issue within a short period of time constitutes abuse of our support ticket system and may result in termination of services.
- Swearing, threats and other abusive language will not be tolerated and may result in account termination without refund.
- Software support is not in this SLA.
- When a piece of hardware fails in the middle of the night, a network outage interrupts traffic, or a natural disaster strikes, we’re ready for it. Our team is available by e-mail day and night to provide assistance – because technology isn’t perfect, and that’s why we’re here. The Our teams are available around the clock to resolve systems issues which interfere with your access to the service: Uptime, Hardware, and Network: We constantly monitor for network and hardware issues – when an issue is identified you will receive an e-mail notification detailing the action taken as we address the issue Performance: Server load is benchmarked continuously to identify performance issues.
- Emergency / Outage: 15 minutes Support Inquiries: 4 hours or less Billing and Sales Inquiries: 24 hours Max.
- Our system administration team has decades of cumulative experience and can assist you with almost any project. Please contact us if you would like to contract one of our system administrators for advanced application installation or configuration assistance, a security consultation, or any project which extends beyond our support offerings.
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