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We are proud to offer an exceptional level of performance, reliability,
and service. We strictly adhere to a detailed SLA guaranteeing our network and data center reliability
and performance, as well as our service level.
We operate
a state-of-the-art network and
NOCs with multiple levels of physical and logical redundancy. Our
NOCs are staffed by highly skilled Systems Administrators & Network Engineers, 24 hours a
day, 365 days a year.
Our SLA
guarantees the following:
Network Reliability & Performance
- 100%
network uptime
one
day credit for each hour of downtime
- no
packet loss on our network or from us to our Tier 1 backbone bandwidth providers
one
day credit for each 1% of packet loss
- below
3 ms latency within our local area network and from us to our local area Tier 1 backbone bandwidth providers
one
day credit for each additional 3 ms of latency
Data Center Service Level
- 100% uptime for redundant power circuits
one
day credit for each hour of downtime
- ongoing adherence to strict environmental conditions (temperature & humidity)
one
day credit for each day of non-compliance
Superb Cloud (all services)
- 100% cloud platform uptime
one
day credit for each hour of downtime
- 100% of time full unrestricted availability of guaranteed CPU cores & CPU performance/capacity (passmarks), and amount of RAM & disk space
one
day credit for each hour of non-compliance
- CPU, RAM and disk will be always provided on a dedicated, non-oversold basis
one
day credit for each hour of non-compliance
- the *d series of CloudServer and DedicatedCloud accounts, and all WholesaleCloud accounts, will always provide fully dedicated, non-oversold and unshared cores (one customer per core)
one
day credit for each hour of non-compliance
- all customer data on the cloud will always exist in at least two (2) fully redundant, concurrently up-to-date, copies, across different (redundant) hypervisors within the same cloud zone (location)
one
day credit for each hour of non-compliance
- new VM(s) will be provisioned in less than 200 seconds of the customer submitting the VM provisioning request using the myCP® Control Panel
one
day credit for each non-compliance
- in case of the currently active individual hypervisor failure for a customer VM(s), the affected customer VM(s) will be hot (live) migrated and restarted on another hypervisor in less than 90 seconds after the platform detection of the hypervisor failure
one
day credit for each non-compliance
- immediate minimum scalability of 1,000% (10x) of the previous 30 days average purchased cloud capacity will be always available and guaranteed to all CloudServer, DedicatedCloud and FlexCloud customers
full month of affected newly ordered resources credit for each non-compliance
- immediate minimum scalability of 200% (2x) of the previous 30 days average purchased cloud capacity will be always available and guaranteed to all WholesaleCloud customers
full month of affected newly ordered resources credit for each non-compliance
- customer cloud server (VM) and cloud resource pool location will always remain unchanged and guaranteed to the specific location chosen at the time of initial service order, except for customers utilizing Disaster Recovery as a Service (DRaaS), where the location may change to the DRaaS location chosen by the customer during customer testing of the DRaaS failover or during an event that triggers the DR measures
full credit for the affected resources for the duration of location non-compliance
Server Hardware Service
(for servers rented or leased-to-own from us only)
- replacement
of malfunctioning components within less than two (2) hours
one
day credit for each additional two hours taken with hardware repair
Support Service Level
- support calls answered within five (5) minutes by a live technician
one
day credit for each non-compliant support incident/ticket
Credit Terms
- up
to 100% of applicable fees on customer's monthly bill may be credited
due to failure to provide service per the terms of the SLA
- measurement
of all data is per a 30 consecutive day period
- no
cost, no penalty immediate service termination is permitted if over
any 30 consecutive day period network downtime exceeds 1% (7 hours),
or packet loss from on our network exceeds 5%, or latency
from us to our local peers and/or Tier 1 providers exceeds 20 ms,
there is a downtime of over 1% (7 hours) of the cloud platform,
or there is a downtime of over 24 hours during customer's server repair (only one of these
conditions has to be met)
Our SLA
is presented as an addendum to our Terms of Service and
must be executed by both parties to apply to a client. This page provides
an executive summary of the SLA, only; it is not the actual SLA.
If you'd
like to review the full text of the SLA, please contact
us and we'll gladly send you a copy of the full Service Level Agreement
("SLA").
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