Our Hosting Service Level Agreement
Our hosting Service Level Agreement is exceptional in the industry. It far exceeds the SLA of many others because that’s just how we do business.
Hosting Service Level Agreement
You don’t need an ambiguous hosting Service Level Agreement when storing big data with us, including EMR and medical imaging. You want to understand your rights and where you stand. That’s why AISN’s hosting SLA clearly defines:
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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 significant 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 problem identification time, the affected 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 above the first hour.
Power and HVAC
AISN guarantees that power and HVAC in our data centers will function 100% of the time in any 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 every 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 reply 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 network, we do not proactively do this for individual customers. Suppose AISN becomes aware through its monitoring or alerted by a customer. In that case, if transmission latency over 55 milliseconds (“Latency”) or packet loss above 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 the average packet loss is more than 1% over one month, 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 points located in multiple represented geographies during one month. If the average latency exceeds 55 milliseconds over one month, and the problem is on AISN’s LAN or WAN, affected customers will be eligible for a credit equal to one day on their monthly bill.
A Partner You Can Trust
At AISN, we don’t believe that “one size fits all” is the way to offer cloud solutions. Our business model is built on the belief that our clients deserve customized cloud platforms designed to meet their compliance, security, and operational needs. We have answers if you have questions about the cloud or cloud enablement services. Our experts are always happy to discuss your needs, so contact us today.