Service Level Agreement (SLA)
We understand how important high availability is to our clients and try our best to provide services that always surpass their expectations. In order to ensure maximum availability and performance, we offer the following levels of service. The Mydatapage SLA sets standards for service in these key areas:
We guarantee that our network will be available 100% of the time (excluding scheduled maintenance). In case of a network outage Mydatapage will credit the customer Day Credit of the server's monthly fee for any downtime (up to, but not exceeding 100% of one monthly payment; the credit will be applied towards future payments).
Network uptime comprises the functioning of all network infrastructure including switches, cabling and routers. Services or software running on your server are not included in the definition of our network. Network downtime is considered existing if your server is unable to transmit and receive data and a ticket is opened for the issue in the Mydatapage ticket tracking system.
We guarantee that critical systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance). In case of a critical system failure Mydatapage will credit the customer Day Credit of the server's monthly fee for any downtime (up to, but not exceeding 100% of one monthly payment; the credit will be applied towards 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 is considered existing 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 Mydatapage ticket tracking system. Critical system downtime is measured from the time the ticket is opened to the time the problem is resolved and the server comes back online.
We guarantee the proper function of your leased hardware components and will replace any failed component free of charge. 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 it takes more than 1 hour to replace faulty hardware, we will credit your account by 5% of the monthly fee per each additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment; the credit will be applied towards 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. Delinquent customers may not take advantage of our Service Level Agreement. Contact your Account Manager for additional information and terms regarding mydatapage Service Level Agreement.
This is a brief overview of our SLA and does not supersede any existing contractual agreements between Mydatapage and its customers, nor does it imply any agreement without a server contract. All credits must be requested by the customer within 3 days of the reported downtime and the downtime must be from a single occurrence.