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| AlwaysOnline.net Service Level Agreement |
AlwaysOnline.net 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 |
AlwaysOnline.net guarantees that the network will be available 99.99% of the time in a given month, excluding scheduled maintenance. After 30 minutes, AlwaysOnline.net 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 your server or downtime of your server. Network downtime exists when a particular customer is unable to transmit and receive data and AlwaysOnline.net records such failure in the AlwaysOnline.net 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 AlwaysOnline.net Network.
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Infrastructure Guarantee |
AlwaysOnline.net 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, AlwaysOnline.net 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 AlwaysOnline.net records such failure in the AlwaysOnline.net 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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AlwaysOnline.net 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 AlwaysOnline.net 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, AlwaysOnline.net 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). AlwaysOnline.net is not responsible for the recovery of data off of a failed hard drive.
Note the above applies to only those accounts that are current with our billing department.
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