Service Level Agreement
Serverstream understands the importance of server availability to our customers. We have developed the following levels of service to ensure maximum performance and uptime.
The Serverstream Service Level Agreement provides commitments in two key areas:
Network Uptime
Serverstream guarantees that the network will be available at least 99.9% of the time in a calendar month, excluding scheduled maintenance, although we expect 100% availability. Serverstream will credit the customer 1 days fee if downtime exceeds 0.1% of that month. Serverstream will credit the customer an additional 1 days fee for each additional 60 minutes of downtime (up to 100% of customer's monthly fee). Network downtime is measured from the time a trouble ticket is opened by a customer to the time that the server can receive and transmit data. Network uptime includes functioning of all network infrastructure including routers, switches and cabling.
Hardware Guarantee
Serverstream guarantees the functioning of all rented hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Serverstream identifies the cause of the problem. Hardware replacement is guaranteed to be completed within 1 hour of problem identification. In the event that it takes us more than 1 hour to replace faulty hardware or provide a similar specification server, Serverstream will refund the customer 1 days fee per additional hour of down time (up to 100% of customer's monthly fee). This guarantee excludes the time required to rebuild any RAID array. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server rental.
Serverstream is committed to providing services at a standard of excellence commensurate with the best practice in the industry. This SLA applies to customers whose accounts are in good standing.