Service Level Agreement ( SLA )

Server99 is breaking new ground within the low-cost dedicated server marketplace. Many other dedicated server providers cut costs, and one way they do this is to not provide any guarantee or service level to their clients. You will notice that other providers will offer no Service Level Agreement at all on their lower-cost dedicated servers. We offer the same quality of service, and same support options to all of our clients, to continue this commitment to service we offer a standard Service Level Agreement (SLA) on all of our servers. This is our guarantee and commitment to you!

Network Uptime & Availability

Server99 guarantees that the server99 network will be available 99.9% of the time in any month, excluding scheduled maintenance. Any downtime beyond this, server99 will credit the customer 5% of the monthly fee for that server for each additional 30 minutes of downtime (up to 100% of the customer's monthly fee). Network uptime includes - routers, switches, and cabling, but DOES NOT include software or services running on your server. Network downtime is identified when a customer's server is unable to transmit and receive data due to the failure of a router or switch, and at which time server99 records such a failure in the server99 customer Trouble Ticket System. Network downtime will be timed from when the support team is contacted about the problem, until the time the server is able to transmit and receive data.

Infrastructure Uptime & Availability

Server99 guarantees that server99 critical infrastructure systems, including power and HVAC will be available 99.9% of the time in any month. Any downtime beyond this, server99 will credit the customer 5% of the monthly fee for that server for each additional 30 minutes of downtime (up to 100% of the customer's monthly fee). Critical infrastructure systems include - power, HVAC, including uninterruptible power systems, power distribution systems, and cabling but DOES NOT include individual power supplies located within customer's servers. Infrastructure downtime is identified when a customer's server shutdown due to power or heat problems. Infrastructure downtime will be timed from when the ticket is opened within the ticket system, until the time the server online and power restored.

Hardware Guarantee

Server99 guarantees all components within a customer's server and will replace any failed components at no cost to the customer. Hardware replacement will commence once a Server99 engineer identifies the cause of the failure. Hardware replacement is guaranteed to be completed within the same day of the problem being identified. In the unlikely event that it takes us over one day to replace faulty or failed hardware, Server99 will credit the customer 5% of the monthly fee for that server per additional hour of downtime (up to 100% of the customer's monthly fee). Hardware is defined as Processor(s), Motherboard, RAM, Hard Disk(s), Network Card and any other hardware included under the server's rent. Data restoration, including RAID array rebuilds is excluded from this guarantee.

Reboot & OS Restore Guarantee

In the event that a customer requests a hard manual reboot of their server, Server99 guarantees that the reboot will be performed within 1 hour of the reboot request ticket being opened. This guarantee is valid for up to 3 manual reboots per customer. After this limit is reached, the reboots are completed on a priority basis. In the event of a lost password, the password can be reset for an additional fee. OS Restores will be performed within their 0 - 4, or 0 - 6 hour timeslots respectively - please note that OS Restores are not included within routine support and have associated charges, OS Restores DO NOT include restoration of any client data. In the unlikely event that it takes us over the allotted hours to perform these functions, Server99 will credit the customer 5% of the monthly fee for that server per additional hour (up to 100% of the customer's monthly fee).