ServLogi Service Level Agreements
We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations.
The following is a summary of the kinds of levels of service that ServLogi offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the ServLogi SLAs.
Network Availability
We guarantee that our network will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the ServLogi network, ServLogi will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the ServLogi network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the ServLogi ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.
Infrastructure Guarantee
We guarantee that the ServLogi critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, ServLogi will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).
Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the ServLogi ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.
Hardware Guarantee
We guarantee the proper function of a customer’s leased hardware components provided by ServLogi and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event that it does take ServLogi more than 1 hour to replace faulty hardware, ServLogi will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.
This web page is an overview of our service level agreement. Delinquent customers may not take advantage of our SLA. All credits must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence.
Please contact support for additional information and terms regarding the ServLogi service level agreement.
[email protected]
