Our Hosting Service Level Agreement
Hosting Service Level Agreement
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Services
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Performance measurement (reliability, scalability, performance over the Internet, etc.)
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Problem management
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Customer duties
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Warranties
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Disaster recovery
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Agreement termination
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More
Our premium hosting service level agreement (SLA) is our “Service Quality Guarantee.” That’s the power of AISN. We can guarantee specific levels of reliability and performance, because we connect redundantly to and leverage major Internet backbone connections. We also use intelligent, performance-based routing technology to select a superior path to deliver your traffic.
Our Hosting Service Level Agreement Addresses
Hardware
AISN guarantees that all server hardware components (including processor(s), RAM, hard drives, motherboards, NIC cards and related hardware) will be functional, and will be replaced at no cost to you should they fail. Hardware replacement will be completed within one hour once AISN identifies the cause of the problem. Should a hardware failure take more than one hour from the time of problem identification, the effected customer will be eligible for a credit of 5% per additional hour of downtime.
Virtual Servers
AISN guarantees that all virtual servers including CPU, storage, and virtualization layer, will be functional. Should a virtual server fail, AISN guarantees that restoration or repair will be complete within one hour of problem identification. Should a virtual server not be restored to functionality within one hour, the affected customer will be eligible for a credit of 5% of their monthly fees for each hour of downtime in excess of the first hour.
Power and HVAC
AISN guarantees that power and HVAC in our data centers will be functioning 100% of the time in any given monthly billing period, excluding scheduled maintenance. Customers who experience downtime due to power or HVAC failures will be eligible for a credit of 5% of their monthly fees for each 30 minutes of downtime.
Superior Response Time
AISN guarantees a response in 15 minutes or less to any network server alert that may occur. With 24x7x365 onsite network engineers, you are assured of a superior and immediate around-the-clock response to your mission critical Web sites or applications. Should a response take longer than 15 minutes, you will be eligible for a credit of 5% of your regular monthly fees for that month.
Latency and Packet Loss
While AISN proactively monitors latency and packet loss within its own network, we do not proactively do this for individual customers. If AISN becomes aware, through its own monitoring or by being alerted by a customer, that transmission latency in excess of 55 milliseconds (“Latency”) or packet loss in excess of one percent (1%) (“Excess Packet Loss”) is occurring between any two routers in the continental US, AISN will use reasonable efforts to determine and correct the cause of the excess latency and packet loss. If average packet loss is more than 1% over a one-month period, and the problem is on AISN’s LAN or WAN, customers will be eligible for a credit equal to one day on their monthly bill. Packet loss over the Internet will be calculated by averaging measurements between various points located in various represented geographies during a one-month period. If average latency exceeds 55 milliseconds over a one month period, and the problem is on AISN’s LAN or WAN, effected customers will be eligible for a credit equal to one day on their monthly bill.