Service Level Agreement
Dedicated Server Deployment :
We promise 24 hours deployment window for all server packages that are current in stock. Orders that require custom build or special installation of components can take a little longer. In such cases, you wil be updated right after your order is placed..
Hardware Replacement :
Our DC Ops are trained to replace hardware within 3 hours of the request. Once you hit the submit button, you can be rest assured that your hardware will be replaced and you will be notified before 3 hours are up.
Network Uptime :
We utilize N+1 network paths along with multiple network paths to avoid any outages. All hardware and routing equipment utilize dual setup to avoid any failure during production time.
100% uptime to those that subscribe to A+B power.
24/7 Support Response :
We are a 24/7 company and you can reach us anytime via email or phone.
First Response To Support Ticket :
For support tickets, our team will make sure to reply to you within 15 minutes with an update. Customer satisfaction is our #1 focus and we want to make sure we are able to resolve your issues as soon as possible.
Support Ticket Update Frequency :
After our first reply to your ticket, we promise to keep you updated on the critical updates as they arise.
Escalation To Senior Staff Time
In most cases, we will be able to resolve the support issue without any form of escalation. In situations where escalation is a must, we will make sure to escalate within 60 minutes of the last support ticket response.
Simple SLA Accountability
For downtime related to network or power, get 5% credit for every 30 minutes until 100% of the service fee is reached.
Clients must report SLA issues to ensure appropriate credit is applied to the account. SLA credit requests must be submitted via support ticket to be reviewed and processed.
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