ListManager Service Level Agreement (SLA)
GridSouth Networks Service Level Agreement
GridSouth Networks knows that the availability of your services is of utmost importance and entrusting us with your critical services is something that we take seriously. Our aggressive Service Level Agreement (SLA) has been developed to cover the multiple components that keep your services up and running.
GridSouth Networks' SLA is a contract between you, the customer, and GridSouth Networks. It defines the terms of our responsibility and the money back guarantees if our responsibilities are not met. We want our customers to feel at ease with their decision to work with GridSouth Networks and understand that GridSouth Networks makes your service's uptime a priority.
The GridSouth Networks SLA covers three components that support the availability of your services with us:
100% Network Uptime
GridSouth Networks guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on our servers. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened
GridSouth Networks Guarantee: Upon experiencing downtime, GridSouth Networks will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server or service).
Datacenter Infrastructure
GridSouth Networks guarantees that the critical infrastructure systems will be available 100% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers or other customer hardware. Infrastructure downtime exists when a particular server or device is shut down due to power or heat problems and is measured from the time the trouble ticket is opened to the time the problem is resolved and the server is powered back on.
GridSouth Networks Guarantee: Upon experiencing downtime, GridSouth Networks will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server or service).
Hardware
GridSouth Networks guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with servers or other owned by GridSouth Networks and provided for customer use as part of a managed solution. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.
GridSouth Networks Guarantee: In the event that it takes us more than one hour to replace faulty hardware, GridSouth Networks will credit the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee for the affected server or service).
Credit Requests
In order to receive an SLA credit, customers must contact their sales representative.
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