Service Level Agreement
Power and Network SLA (Dedicated Servers and Colocation)
Ubiquity Server Solutions (a brand of Nobis Technology Group, LLC) will provide a minimum 100% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 100% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 5 minutes beyond the 100% minimum in any month of service, the client will receive a refund equivalent to 5% of the client's Recurring Monthly Fees for that month, for services effected, for every additional 1 hour that network or power is unavailable to an effected server.
All refund calculations will be based on unavailability in 5 minute increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the web page at http://support.ubiquityhosting.com, and will not exceed 90 minutes per month.
Ubiquity Server Solutions will do its best to make hardware replacements on all dedicated and colocated systems, but cannot make any guarantees in regards to colocated equipment. All attempts will be made to get the system diagnosed and operational within 24 hours. There are no additional fees for hardware replacement in dedicated systems, but colocated customers may incur additional fees for hardware replacement services. Critical components such as RAM, motherboards, and hard disks will always be kept in stock to assure prompt replacement.
Any and all refunds to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the refund is paid. All refunds must be requested within 14 days of the incident.
To request a refund email support@ubiquityservers.com with your account name along with the time of and time span of the outage.