WiredTree Service Level Agreement ("SLA")
Effective Date:
This Service Level Agreement was last updated on July 13, 2011.
100% Network Uptime
WiredTree guarantees network availability for our public Internet network
to be 100%. In the event that our network does not experience 100% network
uptime in a given month, WiredTree will refund 5% of the customer's
monthly service fees for those servers affected, for each 30 minutes of
network downtime experienced up to 100% of the monthly service fees for
those servers affected.
1 Hour Hardware Replacement Guarantee
WiredTree guarantees to replace any failed server hardware components
provided by WiredTree at no cost to the client within one hour of problem
identification. In the event that it takes WiredTree longer than one
hour to replace any failed hardware component after problem
identification, WiredTree will refund the customer 5% of the monthly
service fees for each 60 minutes of downtime up to 100% of clients's
monthly service fees for the affected server.
100% VPS and Hybrid Uptime SLA
WiredTree's goal is to maintain 100% uptime on all of our VPS and Hybrid hardware nodes. In the event that a VPS or Hybrid hardware node does not experience 100% uptime in a given month, you are eligible for a prorated credit equal to ten times (10x) the amount of time that the VPS or Hybrid node was down for.
Any scheduled downtime of the VPS/Hybrid node for hardware or software maintenance will not apply towards this downtime calculation. The SLA does not apply to any software or services running inside Client's server, nor to the Client's server directly. It is only for downtime caused by issues with the hardware node itself. The SLA does not apply in any situation which the downtime was caused or could have been prevented by the Client. For example, if a VPS hardware node is down because of a filesystem check (fsck) causing a client's VPS to be offline, the SLA would apply. If a client shuts down their own VPS or misconfigures it to be offline, the SLA would not apply. If the hardware node is online and functioning properly then the SLA will not apply in any case.
Terms
All SLA claims must be filed by opening a helpdesk ticket through our
client portal within 7 days of the incident. The helpdesk ticket must
include all relevant information including server name, IP address, full
description of the incident and any logs (if applicable). All SLA credits
will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable
until connectivity has been restored. Any scheduled downtime or network
maintenance will not apply towards this downtime calculation. The 100%
Network Uptime guarantee does not apply to any software or services
running on a client's server, nor to any hardware within a client's
server.
The 1 Hour Hardware Replacement Guarantee does not apply to replacing a
failed disk drive that is in RAID so long as the other RAID disk(s) are
functioning properly. The guarantee also does not apply to any time
required to rebuild a RAID disk array or the time required to restore or
reload any software or data to the affected server.
Clients currently in arrears for services do not qualify for SLA claims.
Clients participating in malicious or aggressive activities thereby
causing attacks or counterattacks, do not qualify for SLA claims and shall
be in violation of the AUP.
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