Service Level Guarantees
99.9%Network Uptime Guarantee
The Service Provider guarantees that the server network where your dedicated server is located will be up and running at least 99.9% of the time during your subscription with us. However, we cannot be held responsible for upstream problems outside of our network and areaswhere the Service Provider has no directinfluence, such as backbone provider failures, fiber-optic main linecuts, DNS or Registrar problems with subscribers’ domain names,routing problems between a client’s location and our data center.The uptime guarantee is also not applicable if the serviceinterruption was caused by a natural or unnatural event that is notdirectly under the control (or jurisdiction) of the Service Provider. The Service Provider may temporarily deny or terminate theService upon client’s failure to pay their charges at due time.
The Service Provider guarantees 99.9% network uptime and server stability for the server network where your dedicated server is located. This, however, does not refer to problems stemming from:
a. Server Hardware Breakdown.
b. User error(s) or purposeful interruption(s) (e.g.if the client shuts his/her own server down, the Service Provider is notresponsible for the downtime).
c. Failures due to software that is not explicitlysupported by the Service Provider. Consequently, if a hardware crash provokedby the customer happens, the Service Provider has no responsibility for theresulting downtime.
Network Outages or UnexpectedDowntime is any unplanned or unexpected interruption in thenetwork availability due to hardware, software, network connectivityor data center problem, during which a 100% packet loss isexperienced.
Scheduled Downtime is any scheduledinterruption of the services for the purpose of networksoftware/hardware upgrades, or replacement of any network equipment inorder to be provided better service for the customers. Scheduleddowntimes occur within pre-notified downtime periods, with as manywarnings as possible sent via e-mail or posted in our news sectionminimum 24-hour in advance.
SUPPORT RESPONSE GUARANTEE
The Service Provider guarantees 24/7 support available 365 daysper year, for all the pre-installed software on your dedicated server. Support is available via email and the Dedicated Plan Manager integrated ticketing system. Tickets to the technical support are replied to within no more than 60minutes after they have been opened. Tickets to the sales staff are replied in 12 to 24 hours.