100% Service Level Agreement (SLA)
Network Uptime is the total time in a calendar month that DedicatedNOW network is available through the Internet, provided that Client has established connectivity. DedicatedNOW takes responsibility for Network availability within their network, however, we cannot be held liable for upstream problems, outside of our network. Our guarantee is that our Network will be available to clients free of Network Outages, that render 100% packet loss, 99.9% of each calendar month.
Network Outages or Unscheduled Downtime
Network Outages or Unscheduled Downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services as described in the section titled "Network Uptime" above. A Network Outage is defined as a period in which 100% packet loss to our network is experienced, which is determined to have been caused by a problem in DedicatedNOW's Network as confirmed by DedicatedNOW. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.
Scheduled Downtime is any DedicatedNOW scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail with a minimum of 24 hours notice.
SLA Network Violation Credit
SLA Network Violation Credit occurs when our network uptime guarantee is not met. DedicatedNOW will refund the customer 5% of the monthly fee for each hour of downtime (up to 100% of your monthly fee) for network downtime. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a performance credit, you must e-mail our sales department, within 10 days of reported violation, at: email@example.com . SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM EST and applied on the 1st business day of the next month.
*Network violation SLA credit does not cover server hardware failure.
If you have any questions or concerns regarding any of the above mentioned policies, please contact us for further information.
Performance Credit exclusions:
The following are excluded from the monthly calculation of Service Availability:
Problems outside of DedicatedNOW's network (upstream providers, or client's inbound connection) not effecting 100% loss to our network . Interruptions or failure of individual service caused by client, their employees, client's customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.
Server Hardware for Dedicated, or Co-Located Servers Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included for Dedicated Servers, and switches for Co-Located Servers, unless client provides their own switch.
Hardware replacement will occur within 6 hours of the reported problem, DedicatedNOW will refund 5% of the monthly fee per additional 6 hours of down time (up to 100% of customer's monthly fee). In order to reduce replacement hardware downtime, we keep a small quantity of pre-built systems on hand to swap out Hard disks, so that your server can be back up in the shortest amount of time. For Hard disk failures, we keep pre-installed drives with our standard partitioning for immediate deployment. In order to request an SLA hardware violation credit, you must email sales, within 10 days of reported violation, at: firstname.lastname@example.org . SLA violations will be reviewed by our personnel Monday - Friday 9AM to 5PM EST.
*Hardware SLA violations do not cover network violation*.
Interruptions or failure of individual service caused by client, their employees, client's customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked servers, attacks, exploits, or server hardware failures.
Replacement is defined as returning the server to original configuration when it was purchased. If hardware failure causes corrupted Operating System, Data Files, or Configuration of server, DedicatedNOW will restore the system to original state.
DedicatedNOW is not responsible for the restoration of data to server. We strongly recommend that your purchase backup options for your server, and keep copies of your data off-site with you for emergency purposes. If hardware failure and data loss occurs, you the client are responsible for data restoration. DedicatedNOW shall not be liable for loss of data under any circumstance.