Service Level Agreement

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.

100% Resource Guarantee (including Industry-Leading IOPS Guarantee)

ServInt guarantees that the resource guarantees associated with each product tier will be made available 100% of the time. If you are guaranteed storage, RAM, CPU or IOPS resources, these will be made available to you 100% of the time.

100% Total Coverage Guarantee

In addition to our 100% network guarantee, we promise 100% 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 failure to meet one or more 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.