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| Sidus Group, LLC Service Level Agreement* |
Sidus Group, LLC understands the importance of server availability to our customers and is committed to
providing services at a standard of excellence commensurate with the best practice in the industry. We
have developed the following levels of service to ensure maximum performance and uptime.
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| Network Uptime |
Sidus Group, LLC guarantees that the network will be available 99.99% of the time in a given month,
excluding scheduled maintenance. After 30 minutes, Sidus Group, LLC will refund the customer 3% of the
monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee**). Network uptime
includes functioning of all network infrastructure including routers, switches and cabling, but does not
include services or software running on client's servers or downtime of client servers. Network downtime
exists when a particular customer is unable to transmit and receive data and Sidus Group, LLC records
such failure in the Sidus Group, LLC trouble ticket system. Network downtime is measured from the time
the trouble ticket is opened by a customer to the time the server is once again able to transmit and
receive data into and out of the Sidus Group, LLC Network.
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Infrastructure Guarantee |
Sidus Group, LLC guarantees that the critical infrastructure systems, including power and HVAC, will be
available 99.999% of the time in a given month (no more than 24 seconds downtime per month),
excluding scheduled maintenance. After 24 seconds, Sidus Group, LLC will refund the customer 3% of the
monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee**). Critical
infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling,
but does not include the power supplies on customers' servers or the APC MasterSwitch units.
Infrastructure downtime exists when a particular server is shut down due to power or heat problems and
Sidus Group, LLC records such failure in the Sidus Group, LLC trouble ticket system. Infrastructure
downtime is measured from the time the customer opens a trouble ticket regarding server downtime to
the time the problem is resolved and the server is powered back on.
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Hardware Guarantee |
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Sidus Group, LLC guarantees the functioning of all leased hardware components and will replace any failed
component at no cost to the customer. Hardware replacement will begin once Sidus Group, LLC identifies
the cause of the problem. Hardware replacement is guaranteed to be complete within 2 hours of problem
identification. In the event that it takes us more than 2 hours to replace faulty hardware, Sidus Group,
LLC will refund the customer 3% of the monthly fee per additional hour of down time (up to 100% of
customer's monthly fee**). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC
card and other related hardware included under the server lease. This guarantee excludes the time
required to rebuild a RAID array or the time for the system to check disk (FSCK). Sidus Group, LLC is not
responsible for the recovery of data off of a failed hard drive.
*Note the above SLA applies to only those accounts that are current with Sidus Group, LLC's billing department.
**Credit requests must be made within 15 Days of the occurrence
AlwaysOnline.net is a Sidus Group company.
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