Service Level Agreement (SLA)
100% Network Uptime
Introplex guarantees network availability for our public Internet network to be 100%. In the event that our network does not experience 100% network uptime in a given month, Introplex will refund 5% of the customer's monthly service fees for those servers affected, for each 30 minutes of network downtime experienced up to 100% of the monthly service fees for those servers affected.
One Hour Hardware Replacement Guarantee
Introplex guarantees to replace any failed server hardware components provided by Introplex at no cost to the customer within one hour of problem identification. In the event that it takes Introplex longer than one hour to replace any failed hardware component after problem identification, Introplex will refund the customer 5% of the monthly service fees for each 60 minutes of downtime up to 100% of the customer's monthly service fees for the affected server.
All SLA claims must be filed by opening a helpdesk support ticket within 7 days of the incident. The helpdesk support ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable).
All SLA credits will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored.
Any scheduled downtime or network maintenance will not apply towards this downtime calculation.
The 100% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server.
The One Hour Hardware Replacement Guarantee does not apply to replacing a failed disk drive that is in RAID so long as the other RAID disk(s) are functioning properly. The guarantee also does not apply to any time required to rebuild a RAID disk array or the time required to restore or reload any software or data to the affected server.
Customers currently in arrears for services do not qualify for SLA claims. Customers participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.