Service Level Agreement
100% Uptime on Power and Network
Ubiquity Server Solutions (a subsidiary of Nobis Technology Group, L.L.C.) will provide, to each client dedicated server and client co-located server, both a minimum of 100% uninterrupted transit to the Internet and a minimum of 100% uninterrupted access to electricity. Ubiquity Server Solutions offers clients the following considerations in the event that Ubiquity Server Solutions fails to provide both 100% uninterrupted transit to the Internet a 100% uninterrupted access to electricity:
- Should transit to the Internet or electricity to a client dedicated server or co-located server become unavailable for a cumulative period of up to 5 minutes beyond the 100% minimum in any month of service, the client will be entitled to receive credit for the equivalent to 5% of the client’s Recurring Monthly Fees for that month that would otherwise be payable to Ubiquity for the effected services.
- Should transit to the Internet or electricity remain unavailable for a cumulative period beyond 5 minutes, the client will be entitled to an account credit equivalent to 5% of the client’s Recurring Monthly Fees for the month that would otherwise be payable to Ubiquity for the effected services for each cumulative 1 hour period that network or power is unavailable.
All credits pursuant to section 2 above shall be calculated in 1 hour periods. Any and all credits issued in accordance with this SLA during any one month’s time related to any single dedicated server or co-located server shall not exceed 100% of the Recurring Monthly Fees for that single dedicated server or co-located server that would otherwise be payable to Ubiquity during that month for the effected services.
No part of this agreement covers outages or other service interruption that is caused by equipment and/or events that are the effect of or under the control of the client. No part of this agreement shall cover loss of power to a server as a result of the client’s utilization of remote power management tools that may be made available to them by Ubiquity Server Solutions.
No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance. All scheduled or emergency network and systems maintenance will be announced via the News tool in the Ubiquity Support System, located at http://support.ubiquityservers.com/. Clients are encouraged to regularly check this page for upcoming network and systems maintenance announcements.
No account credit shall be issued until an SLA credit Request is made by the client. All requests for credits must be made within 14 days of the incident. All requests for credits must be made by creating a support ticket at http://support.ubiquityhosting.com/.
1 Hour Hardware Replacement
Ubiquity Server Solutions guarantees to replace any failed server hardware components provided by Ubiquity Server Solutions at no cost to the client within one hour of problem diagnosis as confirmed by Ubiquity Server Solutions staff. In the event that it takes Ubiquity Server Solutions longer than one hour to replace any failed hardware component after problem diagnosis by Ubiquity Server Solutions staff, Ubiquity Server Solutions will issue a company credit for 5% of the monthly service fees for each additional 60 minutes of downtime up to 100% of clients's service fees for one month on the affected server.
