The ServInt Managed SLA
100% Network Guarantee
ServInt guarantees that its data center infrastructure will be available and subject to the purchased commitment level, including facility security, power, and temperature control 100% of the time. This extends to all network infrastructure under ServInt's direct control. Downtime due to planned network or data center maintenance is exempt from this guarantee.
Total Coverage Guarantee
In addition to our 100% network guarantee, we promise 99.9% server uptime. The only exemptions to this guarantee are downtime due to customer fault (including abuse of our AUP or ToS), planned systems maintenance, and voluntary downtime such as downtime associated with service upgrades.
100% Support Guarantee
ServInt guarantees customer access to our technical support staff around the clock. ServInt warrants against downtime associated with a loss of the ability to communicate with our Managed Services Team due to the physical loss of telephone, support ticket and e-mail access by our support staff. Loss of customer telephone and e-mail access is exempt from this guarantee.
Proactive Server Guarantee
In the event of hardware failure, ServInt guarantees replacement within two hours of identification of the failure. The only exemptions to this guarantee are downtime due to customer fault and voluntary downtime such as downtime associated with service upgrades. The guarantee covers only physical hardware replacement, and does not cover data integrity or recovery, or the rebuilding of RAID arrays or quotas.
Customers Requesting Reimbursement
When an SLA event is triggered, customers can request a credit of 5% of their monthly bill for each 30 minutes of downtime that exceeds the guarantee up to a maximum 100% of their monthly bill. Cloud customers will have their credit calculated based on the amount of their usage bill from the prior month.