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Our Service Level Agreement (SLA)
We understand how critical it is that your hosting services
stay up and running. We've taken great care in architecting our
network and infrastructure from the ground up to produce the highest
availability. Power systems, Environmental systems, Network Upstream
providers, and Network equipment all have redundancy built-in. As such,
we can provide with confidence a guarantee to you on such service availability.
- Network Availability
We guarantee our network will be up and available 100% of the time, excluding
special scheduled maintenance periods. In the event of a network outage, we will credit
the customer 1% of their monthly service fee for every minute of downtime
incurred, up-to, but not exceeding 50% of one monthly payment. Network uptime
is comprised of the proper functioning and availability of network related
infrastructure including upstream peering connectivity, routers, switches,
fiber and Ethernet cabling, and firewalls. Network
downtime exists if the server is unable to transmit or receive data through our
network, and a notification is initiated by the customer for the incident via a phone, email,
or our web-based ticketing system.
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Infrastructure Availability
We guarantee that our critical environmental systems, including power and HVAC,
will be available 100% of the time, excluding
special scheduled maintenance periods. In the event
of an infrastructure outage, we will credit the customer 1% of their monthly service
fee for every minute of downtime incurred, up-to, but not exceeding 50% of
one monthly payment. Infrastructure uptime is comprised of the proper functioning
and availability of all power and HVAC equipment, including UPS systems, stand-by
Generators, power distribution systems, power cabling, and cooling systems required
to maintain operational temperatures of your equipment. Infrastructure
downtime exists if the server is shut down due to power or heat issues, and a
notification is initiated by the customer for the incident via a phone, email,
or our web-based ticketing system.
- Server & Equipment Availability
We guarantee that the Ayera owned and operated servers, load balancers, and
other equipment your sites & applications reside on will be available 100% of the time,
excluding normal scheduled maintenance periods. In the event
of a server or equipment outage, we will credit the customer 1% of their monthly
service fee for every minute of downtime incurred, up-to, but not exceeding 50%
of one monthly payment of services residing on the equipment involved in the outage.
Server & Equipment uptime is comprised of the proper functioning
and availability of all critical components, including power supplies, processors, RAM,
hard drives, motherboards, NIC cards, and other related components. Server & Equipment
downtime exists if the equipment is shut down due to component failures, and a
notification is initiated by the customer for the incident via a phone, email,
or our web-based ticketing system.
Services and software running on your server is not included in the SLA uptime guarantees.
Please contact our Sales Team for more information
involving our core Service Level Agreement or for information on additional
Service Level Agreement options based on OS, Web & Application
server software, Database, Email, and other Software-based
system availability.
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