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Service Level Agreement


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Service Level Agreement
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Because of the mission-critical nature of hosting, InetServices' Service Level Agreement (SLA) is designed to protect our customers against unscheduled outages. Our SLA provides exceptional levels of availability with penalties for failure to comply with the SLA.

Network Services (Premium Network)
  • InetServices guarantees that our network will be available 100% of the time in a given month, excluding scheduled maintenance.
  • InetServices will apply a credit ("Credit") to customer's account in an amount of 5% of the "Net MRC" for each 30 minutes of downtime, up to 100% of customer's "Net MRC".
  • "Network Downtime" is when a particular customer is unable to transmit and receive data from the Internet caused by the failure of network equipment managed and owned by InetServices and is measured from the time a trouble ticket is opened until the problem has been resolved and the ticket is closed.
  • "Network Downtime" does not include; 1) the services or software running on the server, nor the server's hardware; 2) the actions of the customer, or the authorized agents of the customer; 3) Denial of Service (DoS) Attacks, hacker activity, or other malicious activity targeted against InetServices or a InetServices customer; 4) Customer suspensions due to AUP violations or billing issues.

Hardware Services (Dedicated Servers Only)
  • InetServices guarantees to replace any failed hardware component within 2 hours of problem identification at no cost to the customer.
  • InetServices will apply a credit ("Credit") to customer's account in an amount of 5% of the "Net MRC" for each additional hour in excess of 2 hours of downtime, up to 100% of customer's "Net MRC".
  • Hardware downtime is when a particular customer's server is shut down due to a component failure and is measured from the time a trouble ticket is opened.
  • This guarantee excludes the time required to rebuild a RAID array and the reload of operating systems, applications, and/or restore data.

Hardware Services (Managed Servers Only)
  • InetServices guarantees to replace any failed hardware component within 1 hours of problem identification at no cost to the customer.
  • InetServices will apply a credit ("Credit") to customer's account in an amount of 5% of the "Net MRC" for each additional hour in excess of 1 hours of downtime, up to 100% of customer's "Net MRC".
  • Hardware downtime is when a particular customer's server is shut down due to a component failure and is measured from the time a trouble ticket is opened.
  • This guarantee excludes the time required to rebuild a RAID array and the reload of operating systems, applications, and/or restore data.

Hardware Services (Virtual Machines Only)
  • InetServices guarantees to replace any failed hardware component within 1 hours of problem identification at no cost to the customer.
  • InetServices will apply a credit ("Credit") to customer's account in an amount of 5% of the "Net MRC" for each additional hour in excess of 1 hours of downtime, up to 100% of customer's "Net MRC".
  • Hardware downtime is when a particular customer's server is shut down due to a component failure and is measured from the time a trouble ticket is opened.
  • This guarantee excludes the time required to reload operating systems, applications, and/or restore data.

Environment Services
  • InetServices guarantees that power and HVAC systems will be available 100% of the time in a given month, excluding scheduled maintenance.
  • InetServices will apply a credit ("Credit") to customer's account in an amount of 5% of the "Net MRC" for each 30 minutes of downtime, up to 100% of customer's "Net MRC".
  • Environment failure is when a particular customer's server is shut down due to power or heat problems and is measured from the time a trouble ticket is opened.
  • Environment uptime includes functioning of all power and HVAC infrastructure, but does not include the power supplies on your server.

Maintenance Events From time to time it is necessary to perform services and routing maintenance on the hardware, software, or configuration of either that are used to provide any services to InetServices customers. Maintenance Events are categorized into three groups as follows:

Planned Maintenance is defined as planned events which MAY cause services provided to customers to become unavailable.

  • Maintenance of this type which MAY be service affecting will be performed in the InetServices maintenance window of 3:00AM to 6:00AM Eastern Standard Time.
  • Customers will be notified of such events no later than twenty one (21) calendar days prior to the event.
  • Every reasonable effort will be made to ensure that no InetServices provided services are affected or made unavailable during such events.

Critical Maintenance is defined as planned events which are intended to prevent and/or correct the unanticipated failure of any hardware, software, or the configuration of either, which is used to provide services to InetServices customers.

  • Maintenance of this type will be performed in the InetServices maintenance window of 3:00AM to 6:00AM Eastern Standard Time.
  • Customers will be notified of such events no later than (24) twenty four hours prior to the event.
  • Every reasonable effort will be made to ensure that no InetServices provided services are affected or made unavailable during such events.

Emergency Maintenance is defined as unplanned events which are intended to correct the failure or immanent failure of any hardware, software, or the configuration of either, which is used to provide services to InetServices customers.
  • Maintenance of this type will be performed as soon as is practical and every reasonable effort with be made to notify InetServices customers.
  • Every reasonable effort will be made to ensure that no InetServices provided services are affected or made unavailable during such events.

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