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Dedicated Hosting :: Service Level Agreement (S.L.A.)
911Servers.com stands by its words of high server availability to our customers; 911Servers.com is 100% committed to providing services and support above today’s industry standards.  To us, an SLA isn't a formality - it's our promise, our SLA's are developed to ensure the Highest Server availability, performance and Network uptime possible.
Hardware Replacement Guarantee
911Servers.com 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 911Servers.com 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, 911Servers.com will refund the customer 5% 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 perform additional software related maintenance, including rebuilding web accounts from backups or rebuilding raid arrays.
Network Uptime S.L.A.
911Servers.com guarantees network uptime to be 100%. This guarantee assures that all major routing devices within the network are reachable from the global Internet 100% of the time.  Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server.

Network downtime exists when a particular customer is unable to transmit and receive data and 911Servers.com records such failure in the 911Servers.com 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.

Network S.L.A. Exclusions
Many possible situations are completely beyond the control of 911Servers, and therefore are not in the scope of this SLA. These situations include:
Scheduled Network Maintenance
Occasionaly network maintenance will be required. 911Servers will do everything possible to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address we have on file.

Any downtime incurred as a result of scheduled maintenance periods are not eligible for SLA credits.

Software Maintenance
An important part of managing a dedicated server is keeping the software up to date. If you choose to have 911Servers manage your server, occasional software updates will be required to address security or performance issues.

Usually you will experience little or no downtime in these situations, but we cannot guarantee a specific amount of time in all situations.

Hardware Maintenance
On rare occasions, the hardware in your Dedicated Server may need maintenance or replacement. 911Servers will do everything possible to minimize any downtime, as per our hardware replacement SLA.

Any downtime incurred as a result of this maintenance will not be counted towards our network SLA.

Malicious Attacks
If a third party not associated with 911Servers initiates a "Denial of Service" or other form of disabling attack against your Dedicated Server or major portions of our network, 911Servers will do everything in it's power to stop the attack.

Under these circumstances, 911Servers cannot guarantee a resolution time, due to the nature of these particular issues.

CPanel Issues
If you choose to run CPanel and Web Host Manager on your Dedicated Server, the default install will be configured for automatic updates of CPanel related software.

On occasion, one of these automatic updates could adversely effect all or part of the CPanel related software on you server. 911Servers  will do whatever is necessary to fix any Cpanel related problems, but cannot guarantee a resolution time.

Applicability
Eligibility for any credits is subject to Customer’s account being held current and having no outstanding balance due. Customer’s total credit in any contract year shall not exceed 30 days fees for the covered service type, Residual credits may not be carried over to subsequent years.
Customer must have contracted for the specific service covered under each provision to qualify for any credits against those provisions..
At any time Customer believes that 911Servers has failed to meet any of the service level commitments set forth above, Customer must initiate a trouble ticket With 911Servers within 48 hours after the occurrence of such failure in order to receive the credit owed under this SLA.  Once the trouble ticket has been opened, 911Servers  will investigate the incident reported by the customer.

If, in the sole reasonable opinion o f911Servers , the complaint can be verified as one that may be within the scope of coverage of this SLA, 911Servers will provide the appropriate service credit within 30 days of the completion of 911Servers investigation.

If 911Servers is unable to verify the occurrence of the violation, 911Servers will provide the customer with a written description of the results and conclusion of its investigation. Responsibility for commencement of a trouble ticket rests solely with the customer. Any necessary follow-up is the joint responsibility of the customer and appropriate 911Servers personnel. No service credits can be extended unless a trouble ticket has been opened in the 911Servers trouble ticket system. In addition, Customer must formally request a credit from the 911Servers sales team if Customer believes a credit is due.

Under no circumstances shall a monthly credit exceed the total monthly license fee, and no more than one violation of a particular commitment will be credited per day. Under no circumstances shall a customer receive a credit for a violation of an SLA commitment if the violation is a consequence of the customer’s failure to adhere to the appropriate collocation sublicense and Collocation Service Guide.
Customer must have contracted for the specific service covered under each provision to qualify for any credits against those provisions.
 

 

 
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